How has Orange Business optimized its digital transformation?
Absorbing activity peaks
Following peaks in telephone calls for technical issues (incident reporting or follow-up), Orange Business wanted to implement the DialOnce solution to switch calls to digital.
Objectives:
- Promote the use of self-care channels
- Reduce the number of telephone contacts
- Handle 100% of telephone calls
The DialOnce Visual IVR
Orange Business Services has deployed the DialOnce Visual IVR to offer its customers alternative solutions to the telephone, initially on the PABX* line, then extended to the 1017 helpline.
*Private company telephone line
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Our after-sales service is subject to occasional call peaks, and the Visual IVR is an alternative solution that enables our customers to file or consult their incident independently, despite the unavailability of call centers. An innovative project carried out by a dynamic, attentive team !
