CustVox, a European leader in Customer Experience Management software solutions, says the agreement will significantly improve customer loyalty and share of wallet for the telecom giant.
The decision to pick Custvox came after a six-months pilot. After just 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 vision to position Orange as the "Best loved communication brand" in the market.
CustVox improves customer experience management
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 CFM platform offered by CustVox builds on an open architecture and scalable cloud platform that helps manage the customer experience over the life cycle, helping businesses in 3 specific areas:
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."
CustVox AG, is a global specialist in Customer Experience Management (CEM). The company's high performance solutions are designed to measure and report on customers point of view, capturing insights on touch-point-experiences when and where they occur, and delivering them continuously in real-time.
Orange is the key brand of France Telecom, one of the world's leading telecommunications operators. At the end of 2010, France Telecom had sales of 45.503 billion Euros (22,569 billion Euros at June 30, 2011). At 30 June 2011, the Group had a total customer base of more than 217 million customers. These include more than 158 million mobile customers and 14 million broadband internet (ADSL) customers worldwide. Orange is one of the main European operators for mobile and broadband internet services and, under the brand Orange Business Services, is one of the world leaders in providing telecommunication services to multinational companies.