- Orange digital voice and contact center solution provides 40%
cost savings in customer experience solutions
Delivery service start-up Glovo, headquartered in Barcelona,
Spain, has engaged Orange Business Services to support its global
expansion plans with a wide range of contact center and telephony
services.
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Orange Business Services manages Glovo’s
international call collection for merchants and customer support
through Contact Center Access. (Photo credit: Orange Business
Services)
Initially launched in a few Spanish cities, Glovo has rapidly
expanded after successful results. Glovo currently operates in 20
countries in Europe and Africa. The start-up promises to give
everyone easy access to anything in their city, from take-away
meals and groceries to medicines, delivered within 30 minutes of
ordering via its mobile app.
To help the start-up’s launch platform scale for international
operations and continued growth, Glovo chose 100% cloud-based
digital voice services from Orange. Glovo can now easily deploy
telephony services worldwide and ensure call quality, while
addressing local requirements for any given country.
Globally connected
Orange Business Services manages Glovo’s international call
collection for merchants and customer support through Contact
Center Access. The platform provides different types of numbers
such as toll free, call connect and routing without any technical
or regulatory constraints in more than 150 countries and
territories. Billing is provided at both local and central levels,
enabling Glovo to better manage its resources.
Business Talk from Orange enables Glovo to optimize its telco
costs, replace multiple local providers, and launch services in new
countries quickly. The self-care portal allows the company to place
orders, configure and manage voice sites and associated options in
real-time. The portal also provides visibility on usage.
In addition, Orange has deployed two SIP trunks for Glovo to
manage more than one million calls per month and save on traffic
and access costs. The SIP trunks also provide Glovo operational
simplicity, including the ability to scale, seamlessly integrate
multichannel communications, and ensure resiliency.
“Our partnership with Orange Business Services supports our
rapid growth strategy, enabling us to bring on board new countries
and cities quickly, simplifying overall management and driving down
costs. The solution was delivered in four months, and we are
extremely happy with it. As a result we are seeing up to a 40%
savings on our overall voice budget,” says Ludovic Magnier,
Customer Service Platforms Manager, Glovo.
“It is exciting to work with innovative start-ups like Glovo.
The extensive capabilities of our digital voice tools alongside our
global reach, agility and expertise are supporting the company in
reaching its goal as a major international delivery player,” says
Nemo Verbist, Senior Vice President, Europe, Orange Business
Services.
About Glovo
Glovo is a pioneering multi-category delivery app and one of the
world’s leading delivery platforms. Founded in Barcelona in 2015,
it operates in Southern Europe and EEMEA. The app connects users
with restaurants, grocery chains, pharmacies and retail stores, and
also includes an "anything" category that allows users to order
whatever they want in their city.
For more information about Glovo, please visit:
https://about.glovoapp.com/en/
About Orange Business Services
Orange Business Services is a network-native digital services
company and the global enterprise division of the Orange Group. It
connects, protects and innovates for enterprises around the world
to support sustainable business growth. Leveraging its connectivity
and system integration expertise throughout the digital value
chain, Orange Business Services is well placed to support global
businesses in areas such as software-defined networks, multi-cloud
services, Data and AI, smart mobility services, and cybersecurity.
It securely accompanies enterprises across every stage of the data
lifecycle end-to-end, from collection, transport, storage and
processing to analysis and sharing.
With companies thriving on innovation, Orange Business Services
places its customers at the heart of an open collaborative
ecosystem. This includes its 28,500 employees, the assets and
expertise of the Orange Group, its technology and business
partners, and a pool of finely selected start-ups. More than 3,000
multinational enterprises, as well as two million professionals,
companies and local communities in France, put their trust in
Orange Business Services.
For more information, visit www.orange-business.com or follow us
on LinkedIn, Twitter and our blogs.
Orange is one of the world's leading telecommunications
operators with revenues of 42.3 billion euros in 2020 and 259
million customers worldwide at 31 December 2020. Orange is listed
on the Euronext Paris (ORA) and on the New York Stock Exchange
(ORAN). In December 2019, Orange presented its new "Engage 2025"
strategic plan, guided by social and environmental accountability.
While accelerating in growth areas, such as B-to-B services and
placing data and AI at the heart of innovation, the entire Orange
Group will be an attractive and responsible employer.
Orange and any other Orange product or service names included in
this material are trademarks of Orange or Orange Brand Services
Limited.
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version on businesswire.com: https://www.businesswire.com/news/home/20210707005347/en/
Press contact: Elizabeth Mayeri, Orange Business Services,
elizabeth.mayeri@orange.com, +1 212 251 2086
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