One of the challenges during a constant and rapid expansion is the need for operational information for decision support. The teams in charge of the Orange centers noticed that it was difficult to perform a central analysis, the software architecture of the monitoring was outdated, making integration with other information systems difficult and its maintenance was costly.
In order to centralize monitoring and increase the efficiency of its corporate customer experience in call center management, the EVITA program needed to
The Orange group has chosen ServicePilot for the monitoring of its EVITA Unified Contact Center based on Cisco's UCCE and CUCM technology to replace the analytics carried out by Netcool. A secure architecture on 2 datacenters (1 VM per datacenter) has been implemented with several customized and dedicated interfaces to meet the operational needs of the IT department and the 10,000 agents:
The teams in charge of the performance of Orange service centers around the world quickly saw the benefits and return on investment that a monitoring solution like ServicePilot could bring:
"The ever-increasing expectations of our customers who wish to contact us require a seamless availability of all communication channels. We installed ServicePilot in a matter of days and after several weeks of use, the software has become indispensable to operators in ensuring the performance of internal contact centers and anticipating incidents. "
F.M., Head of the Cisco Multimedia Expert team and Orange Tools Expertise Center