Case Study: Orange reduces hold times and boosts first call resolution with KMS Lighthouse

Orange deploys Lighthouse with existing CRM and empowers agents to reduce hold times and first call resolution for millions of customers

Orange, a large telecommunications operator serving more than 256 million customers worldwide, needed a better way to manage and share product data, inventory, pricing, and other information across its contact centers, retail stores, and service teams. To improve customer service and support agents with accurate information at all times, Orange turned to KMS Lighthouse and its knowledge management software.

KMS Lighthouse integrated Lighthouse with Orange’s existing CRM and agent dashboards to streamline information retrieval and keep data connected and synchronized across call centers. The solution cut agent training by 50%, reduced overall call duration, and lowered average hold times by 5–10 seconds, helping Orange improve efficiency and first call resolution.

Orange

Voicu Zavadschi

Mass Market Customer Care Project Manager