ZIM Integrated Shipping has extended its contract with Orange Business Services for cloud-based contact center and collaboration services, including network connectivity and audio and web conferencing.
This solution will continue to boost collaboration and productivity across 20 contact centers globally, resulting in an enhanced experience for ZIM’s customers. ZIM is one of the largest carriers in the global container shipping industry.
Orange deployed Managed Contact Center (MCC), which is integrated with ZIM’s bespoke Customer Relationship Management (CRM) system, to enable the assignment of the most appropriate agent to callers based on their latest profiles and interactions.
In-depth data analytics and reporting provided by the solution gives ZIM complete visibility of contact center activities and customer communications. This functionality allows ZIM to data mine and analyze customer needs, providing them with the most suitable solution and service.
In addition, a dashboard and real-time monitoring system gives ZIM a 360-degree view of call center queues on a dynamic digital whiteboard located in each of ZIM’s call centers. ZIM can take advantage of an optimized response time and have visibility on relevant data for answering the calls – all of this resulting in a highly improved customer experience.
Orange is providing ZIM with a unified communication and collaboration (UCC) platform which can deliver voice, video, conferencing and collaboration tools to all of ZIM’s knowledge workers.