Case Study: Orange Business Services achieves faster deployments and superior omnichannel CX with Genesys PureEngage

Orange Business Services Cloud Innovation Brings Customers Benefits With The First Enterpriseclass Contact Center As A Service In Russia

Orange Business Services, a leading contact‑center outsourcer in Russia serving international companies and financial institutions, faced fragmented legacy systems and falling demand for owned IT equipment as the market shifted to cloud services. To stay competitive and be first to market with an enterprise‑class cloud contact center offering, the company needed a single, secure omnichannel platform and a rapid go‑to‑market solution.

Orange selected the Genesys PureEngage platform—delivered as a managed cloud or on‑premises service—to unify channels, speed deployments, and enable advanced routing, speech‑enabled IVR and CRM integration. The move cut deployment time from months to weeks, let agents manage all touchpoints from a single screen, improved customer and agent experience, reduced costs, and secured a first‑mover advantage with a growing pipeline for contact‑center‑as‑a‑service.

Orange Business Services

Denis Bocharov

Business Development Manager