Orange Bus. Services Delivers Collaboration & Contact Center Services for ZIM to Improve Customer Experience in Cargo Shipping
July 01 2020 - 5:00AM
Business Wire
- Solution integrates digital customer care, relationship
management and analytics
- Supports ZIM’s focus on providing its customers with a
differentiated customer experience
ZIM Integrated Shipping has extended its contract with Orange
Business Services for cloud-based contact center and collaboration
services, including network connectivity and audio and web
conferencing. This solution will continue to boost collaboration
and productivity across 20 contact centers globally, resulting in
an enhanced experience for ZIM’s customers.
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Orange Business Services supports ZIM on
providing its customers with a differentiated customer experience
(Photo: Business Wire)
ZIM is one of the largest carriers in the global container
shipping industry, and Orange has a long-standing relationship with
the shipping giant as its trusted partner to provide its worldwide
corporate IT infrastructure. ZIM remains at the forefront of the
carrier industry due to its ability to rapidly adapt to the
shipping industry’s commercially changing models and emerging
market needs. The contact center and collaboration services help
ZIM differentiate itself in a market where high-quality customer
experience is one of the main drivers for retention and
satisfaction.
Leveraging cloud to transform the customer experience
Orange deployed Managed Contact Center (MCC), which is seamlessly
integrated with ZIM’s bespoke Customer Relationship Management
(CRM) system, to enable the assignment of the most appropriate
agent to callers based on their latest profiles and interactions.
Typically, queries relate to bookings and cargo updates. The
contact center has been crucial during the current pandemic to keep
customers updated on changing cargo routes designed to minimize
supply chain disruptions.
In-depth data analytics and reporting provided by the solution
gives ZIM complete visibility of contact center activities and
customer communications. This functionality allows the company to
data mine and analyze customer needs, providing them with the most
suitable solution and service. In addition, a dashboard and
real-time monitoring system gives ZIM a 360-degree view of call
center queues on a dynamic digital whiteboard located in each of
ZIM’s call centers. Thanks to such tools, ZIM can take advantage of
an optimized response time and have visibility on relevant data for
answering the calls – all of this resulting in a highly improved
customer experience.
In addition, Orange is providing ZIM with a unified
communication and collaboration (UCC) platform which can deliver
voice, video, conferencing and collaboration tools to all of ZIM’s
knowledge workers. These services are available from a secure
Orange cloud while complying with the local regulation and
requirements. All services are consistently made available under a
pre-agreed service level that guarantees improved productivity and
agility for ZIM in an unpredictable shipping environment.
“Shipping companies need to be agile in rapidly changing markets
and deliver customer experience excellence. As a trusted partner,
Orange Business Services has continuously adapted to ZIM’s
requirements, improving contact center and UCC services to match
the evolution of ZIM’s business needs and customer expectations at
a local and global level. The ability to have business applications
tightly linked to the communications environment is now a live
strategic tool in ZIM business processes, allowing it to
communicate with and serve customers worldwide,” said Fabrice de
Windt, Senior Vice President, Europe, Orange Business Services.
These solutions have been crucial in helping ZIM through the
pandemic that has disrupted global supply chains. “We succeeded in
maintaining our high level of customer experience across our global
branches, despite the COVID-19 pandemic implications, necessitating
many of our customer service teams to work from home with very
short notice. This was in large part thanks to Orange Business
Services’ technology and capabilities,” explains Assaf Tiran, ZIM’s
Global Customer Service Vice President.
About ZIM Since 1945, ZIM provides creative operational
and logistical solutions to customers. Over the years ZIM has grown
to become a leading force in the global shipping industry, by
pioneering innovative technologies and expanding its vast
geographical network while maintaining its tradition of
excellence.
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
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Orange is one of the world's leading telecommunications
operators with revenues of 42.2 billion euros in 2019 and 266
million customers worldwide at 31 December 2019. 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.
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version on businesswire.com: https://www.businesswire.com/news/home/20200701005385/en/
Press: Elizabeth Mayeri, Orange Business Services,
elizabeth.mayeri@orange.com, +1 212 251 2086
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