Orange Cyberdefense Deploys NICE CXone to Eliminate Silos in CX Operations

Like many companies, cybersecurity solutions provider Orange Cyberdefense has managed its share of siloed information across services, technologies and teams as a result of mergers and acquisitions-related growth. Siloed information, of course, makes it difficult to offer a high-quality cross-channel customer experience.

To address the problem, Orange Cyberdefense recently chose NICE CXone to simplify mission-critical service operations for its customers across nine countries and sixteen sites. The aim of the adoption of the NICE product is to provide fast, seamless and consistent CX for all clients globally.

NICE CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as omnichannel routing, workforce optimization, automatic call distribution (ACD), and interactive voice response (IVR) system.

Orange Cyberdefense chose NICE CXone for its convergence power and completeness, allowing the cybersecurity company to remove lingering silos across all service operations, provide transparency into the customer and agent experience, and create an advanced future proof CX operation.

Using NICE CXone, Orange Cyberdefense has simplified its infrastructure to route interactions based on skills and language and reduce the number of manual touchpoints to ensure 24/7 high-quality assistance regardless of location. With all users connected to one easy-to-use platform, agents can collaborate with teams globally while continuing to work in a hybrid mode. CXone has improved agent empowerment and offers a differentiating customer experience, according to the two companies.

“I’m excited to see how our customer experiences and company are evolving with NICE CXone,” said François Borlido, CIO of Orange Cyberdefense, in a statement. “Due to the nature of our business, we strive to deliver the highest possible quality service to our customers around the clock. As customer behaviors change due to the new digital demands, we must ensure we not only keep up with expectations but exceed them. With one integrated platform, I believe our customer experience will improve beyond what I already thought was possible. Working with NICE and Orange Business, I feel confident that we will be able to anticipate and prepare for future needs.”