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Kone boosts Orange partnership; moves contact centre to cloud

DUBAI, February 26, 2021

Kone, a global leader in the elevator and escalator industry, said it has strengthened its partnership with Orange Business Services by moving its global contact center solution to the cloud. 
 
Orange is one of the world's leading telecommunications operators with revenues of 42 billion euros in 2019 and 257 million customers worldwide.
 
This is part of Kone’s ongoing commitment to delivering a high-quality end user experience worldwide.
 
Kone customer care centers are a vital component for customer service, both for the end-user and direct business customers. They play a strong role in overseeing critical elevator operations, service records and technical data.
 
By moving the contact center infrastructure to the cloud, Kone said it will be able to benefit from scalability, flexible omnichannel capabilities, intelligent call routing and built-in security. 
 
The contact center can handle email, voice, and alarms for sites around the world and is integrated into Kone’s remote monitoring platform, it stated.
 
"Orange Business Services is playing an important role in helping us with our digital transformation by migrating our contact center solution to the cloud," remarked Antti Koskelin, Chief Information Officer for Kone.
 
"This will further enhance our customer experience and pave the way for further innovation in our customer support service," he added.
 
Fabrice de Windt, Senior VP, Europe, Orange Business Services, said as part of the agreement, Orange has established five contact center hubs globally to simplify and optimize the organization, moving away from a site-based infrastructure to the cloud. 
 
The solution spans 35 contact center sites across all continents, he noted.
 
"We are honored to have Kone’s continued trust to improve and innovate its business-critical customer support function. Our global cloud expertise and experience will provide Kone with an optimized and flexible solution, offering improved scalability, cost-improvements and potential for innovation," he added.-TradeArabia News Service



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