KONE Strengthens Its Partnership With Orange Business Services and Migrates Its Contact Center Infrastructure to the Cloud
February 24 2021 - 9:00AM
Business Wire
- Moving global contact center to the cloud to simplify and
optimize operations
- Key element for transformation of the customer service
experience
KONE, a global leader in the elevator and escalator industry,
has strengthened its partnership with Orange Business Services by
moving its global contact center solution to the cloud. This is
part of KONE’s ongoing commitment to delivering a high-quality end
user experience worldwide.
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KONE customer care centers are a vital
component for customer service, both for the end-user and direct
business customers. (photo credit: Orange Business Services)
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
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.
“Orange Business Services is playing an important role in
helping us with our digital transformation by migrating our contact
center solution to the cloud. This will further enhance our
customer experience and pave the way for further innovation in our
customer support service,” said Antti Koskelin, Chief Information
Officer, KONE.
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.
“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,” said Fabrice de
Windt, Senior Vice President, Europe, Orange Business Services.
About Kone At KONE, our mission is to
improve the flow of urban life. As a global leader in the elevator
and escalator industry, KONE provides elevators, escalators and
automatic building doors, as well as solutions for maintenance and
modernization to add value to buildings throughout their life
cycle. Through more effective People Flow®, we make people's
journeys safe, convenient and reliable, in taller, smarter
buildings. In 2020, KONE had annual sales of EUR 9.9 billion, and
at the end of the year over 60,000 employees. KONE class B shares
are listed on the Nasdaq Helsinki Ltd. in Finland. For more
information visit: www.kone.com
About Orange Business Services Orange
Business Services is a network-native digital services company and
the global enterprise division of the Orange Group. It connects,
protects and innovates for enterprises around the world to support
sustainable business growth. Leveraging its connectivity and system
integration expertise throughout the digital value chain, Orange
Business Services is well placed to support global businesses in
areas such as software-defined networks, multi-cloud services, Data
and AI, smart mobility services, and cybersecurity. It securely
accompanies enterprises across every stage of the data lifecycle
end-to-end, from collection, transport, storage and processing to
analysis and sharing.
With companies thriving on innovation, Orange Business Services
places its customers at the heart of an open collaborative
ecosystem. This includes its 27,000 employees, the assets and
expertise of the Orange Group, its technology and business
partners, and a pool of finely selected start-ups. More than 3,000
multinational enterprises, as well as two million professionals,
companies and local communities in France, put their trust in
Orange Business Services.
For more information, visit www.orange-business.com or follow us
on LinkedIn, Twitter and our blogs.
Orange is one of the world's leading telecommunications
operators with revenues of 42 billion euros in 2019 and 257 million
customers worldwide at 30 September 2020. Orange is listed on the
Euronext Paris (ORA) and on the New York Stock Exchange (ORAN). In
December 2019, Orange presented its new "Engage 2025" strategic
plan, guided by social and environmental accountability. While
accelerating in growth areas, such as B-to-B services and placing
data and AI at the heart of innovation, the entire Orange Group
will be an attractive and responsible employer.
Orange and any other Orange product or service names included in
this material are trademarks of Orange or Orange Brand Services
Limited.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20210224005552/en/
Press contact: Elizabeth Mayeri, Orange Business Services,
elizabeth.mayeri@orange.com, +1 212 251 2086
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