The Russian digital services operator has turned to Orange Business Services (OBS) to modernise its customer service activities.
OBS deployed technology from Genesys, a cloud customer experience and contact centre solution firm.
Tricolor provides digital services, including satellite television and video streaming, for 12.2 million households throughout Russia.
By deploying Genesys Engage, it can interact with its customers across the country via voice, chat, social networks, instant messaging and e-mail using a single platform: the level of service is the same, regardless of communications channel.
Tricolor has also gained speech analytics to identify the reason for customers’ calls, which provides the company with data insights it can use to optimise internal processes and support further self-service provisioning for customers.
The Russian service provider has worked with OBS since 2018, and has deployed this solution on top of existing infrastructure. The transition to the new platform took six weeks and did not impact business processes nor the quality of services provided, the two say.
OBS staff first conducted an audit of the contact centre’s internal procedures to draw up an analysis of functionality requirements. All stages of the contact centre implementation were carried out in close cooperation with Tricolor.