Transforming Customer Journey Management

4 October 2023 - Updated at 1 July 2025
Orange Business Orange Business

The cost to businesses due to disrupted contact centre experiences has reached an unprecedented level. Customers encounter inconsistent interactions, messages, and assistance depending on the communication channels they choose to use. In addition, employees grapple with disjointed data and the challenge of keeping tabs on transitions between voice, chat, email, IVR, bots, websites, mobile apps, and social media channels.


Key benefits of implementing a Customer Data Platform

As experts in both data and digital fields, Orange Business assists clients in eliminating these blind spots. This involves identifying and connecting insights across all interaction points, backend systems, case management data, and survey tools. One of the primary methods for achieving this is by utilising Genesys journey visualization and orchestration solutions. The outcome is a significant improvement in customer experience (CX), along with increased sales and reduced operational costs.

Orange Business Orange Business Orange Business

Orange Business, a global consulting and systems integration (CSI) Group, is a leader in Business Intelligence (BI) and CRM, and a major player in e-Business. We leverage a unique combination of technical, functional and industry specialization, as well as partnerships with all of the key…

All posts from Orange Business

Comments (0)

Your email address will not be published. Required fields are marked *

Your email address is only used by Business & Decision, the controller, to process your request and to send any Business & Decision communication related to your request only. Learn more about managing your data and your rights.

Discover also