CustVox has been selected by France Telecom to deliver a multi-lingual Customer Experience Management platform for its Swiss affiliate, Orange.
CustVox said that the agreement would significantly improve customer loyalty and share of wallet for the telecom giant.
The decision to pick CustVox came after a six-months pilot. After two months using a CustVox “out of box” solution, Orange was able to identify and target customers who were extremely unsatisfied early in the lifecycle. In nearly 55% of the cases they were able to improve their satisfaction.
The rollout will begin immediately to support France Telecom’s goal to position Orange as the “Best loved communication brand” in the market.
Customer churn and low retention levels have long plagued the telecom market. Recapturing customer loyalty continues to be a key priority in the telecom marketplace. CustVox solution tackles Customer churn head on.
The platform offered by CustVox helps manage the customer experience over the life cycle, helping businesses in 3 specific areas:
•   retention
•   increase share-of-wallet
•   driving new business
“France Telecom’s selection of CustVox validates our sound strategy and leadership position in CEM,” said Federico Cesconi, CEO of CustVox AG. “This is where they can focus on significantly increasing loyalty within the Orange customer community, accomplish a reduction in customer churn, and increase share of wallet.”
“We are looking forward to working with an industry leader like France Telecom and the Orange brand, as the CustVox CEM solution continues to gain traction globally,” said Donat Grimm, Chief Marketing Officer of CustVox. “We are pleased they will now harness the power of our multi-cross-channeling CEM solution.”