Case Study: Orange Group achieves consistent, faster digital customer care with RingCentral Engage

Orange Enhances Digital Customer Care Through Consistent Quality in Service Interactions

Orange, a Paris‑based telecom and professional services firm, faced rising customer-contact volume across multiple social channels and forums and needed to systematize responses. The company required a single interface that would let dozens of distributed customer‑service representatives handle multichannel conversations efficiently while ensuring consistent quality and managerial oversight.

In 2012 Orange deployed RingCentral Engage to consolidate Twitter (Orange and Sosh), Facebook (Orange and Sosh), user communities and external forums, using intelligent categorization to route messages to specialist centers. Combined with targeted reporting, monitoring and best‑practice enforcement, the solution scales to about 90K messages per month, achieves responses to 90% of Tweets within an hour, and yields an 81% satisfaction rate.

Orange Group

Marie-Hélène Albertini

Head of Forums and Social Networks, Customer Service