Global lift and escalator company KONE has selected Orange Business Services to provide contact centre solutions for a number of sites across Europe, the Middle East and North America.
Finland-based KONE will deploy OBS’s Managed Contact Centre and Flexible Contact Centre across 25 sites in 22 countries.
The company is aiming to improve operational efficiency across its sales support and customer service channels, whilst improving customer satisfaction.
OBS’s Managed Contact Centre solution provides email, voice and chat services; it will be integrated with KONE's remote monitoring platform, as well as its Salesforce customer relationship management platform.
The Flexible Contact Centre solution will be used to support KONE’s smaller sites.
Financial details of the deal were not disclosed.
KONE owns more than one million elevators and escalators across 60 countries.
The OBS deal follows one the company signed last year with Vodafone, which involves the provision of M2M monitoring SIMs.
Antti Koskelin, CIO, KONE Corporation, said: “Providing an outstanding customer experience to our customers is one of our strategic cornerstones. Orange Business Services will play an important role in helping KONE with our digital transformation by upgrading our contact centre solutions to the next-generation and adding multimedia services to customer interaction."
As part of Orange's new strategic plan, OBS has been targeted with increasing the share IT services adds to its revenues by 10 percentage points by 2020.
Click here to watch a video with Emmanuel Routier, Vice-President of M2M, Orange Business Services