Orange Business Services presentation CCMG Conference 2017 Except when you don't. Because, sometimes, you won't. And will you succeed? Yes! You will, indeed! Strategic priorities can be set to embrace new trends and behaviours of CX.

3. for your
teams
Services
Digital inside Digital enablersDigital outside
Connect
anything
anywhere
Protect your
company
from cyber
threats
Engage your
customersFoster team
collaboration
Differentiate
through new
services
Infrastructure
that adapts
to your needs
Collaborative
workspace
Flexible
IT
Business
innovation
Enriched
customer
relationships
Our capabilities for your digital transformation
Enriched
connectivity
Cyber
defense

4. °

6. 
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33% Your business challenges:
 Create personalized services and proactive
interactions with customers
 Increase responsiveness so you can be
reached anytime and from anywhere
 Interact with customers seamlessly across
multiple channels and maintain a secure
record of their history
Engage
your customers
89%of customers
consider that speed
of response and
resolution are the
most important
elements of the
customer
experience
of customers will
not do business
with companies
that do not
provide customer
service on major
social networks

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10. Define the next customer
experience
50% reduction in
customer abandonment
 Create an efficient digital customer journey
 Deploy omnichannel contact centers and
connected ecosystems to ensure a seamless
customer experience
Empower your agents
12.5% improvement in
agent time handling
 Turn your agents into real assets of your
company by ensuring a full visibility of the
customer’s history
 Simplify your agents’ tools and increase their
responsiveness
Create intimacy
with your customers
30% improvement in
e-commerce conversions
 Increase your understanding of your
customers in order to:
 Anticipate their needs
 Offer personalized services

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18. 14% of Customer
Experience BU
revenues representing
International
Customers

21. WHO IS
Allow me to
introduce you to

22. Recent accolades
Wide range of expertise
Nurturing human capital
Top Global
Employer in 2016
Ongoing excellence
#1 for aligning customer
experience and
expectation
 Global leader - Gartner
Managed M2M Services
 Global Leader - Gartner
 Global Leader - Current Analysis
Unified Communication
 West Europe Leader - Gartner
 APAC Best Service Provider -
Frost & Sullivan
Contact Center
 Global leader - Gartner
Network Services
 Asia Pacific Magic Quadrant -
Gartner
Cloud-enabled hosting
 Global Magic Quadrant - Gartner
Managed Security Services Best Global
Operator
Choice
of Users
Best Digital
Service
Provider
2011 2012 2013 2015 2016

23. The Orange group: the power of a global leader
Residential provider
in 29 countries
World's largest
seamless voice/data
network and end-to-
end connectivity
services, with people
located in 220
countries and
territories
Unmatched global coverage with
345,000+ sites
More than
260 million
customers
€41 billion
in revenues in 2016
€600 million
yearly investment in
backbone infrastructure
450,000 km
of underwater cables
18 million
Mobile money customers
3000 multinational
customers
160000
employees
Orange Business Services:
worldwide digital transformation
partner
400 application developers and 700 IoT
and Big Data experts
1,200 cloud
experts
170 engineers and project managers in
workplace infrastructure and
transformation to cloud migration
1,000 cyberdefense
experts
21,000
collaborators dedicated to
corporate activities
€6.4 billion
in revenue in 2016
2,200+
in Europe
800+
in America
700+
in Asia Pacific
200+
in Africa and the Middle East
We are more than a global
leader in corporate
telecommunications services:
 Professional services provider
 Solutions integrator
 Major player in digital innovation

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24. Mobile
experience
Contact
center
Interactive
Voice
Recognition
Workforce
optimization
tools
Enriched
customer
relationships
Call
recording
On-premise
Managed
voice portal
Workforce
management
Mobile
applications
Speech
analysis
CRM
integration
Cloud
With digital,
enhance your
customer
experience
Why us?
Our own experience of
customer relationships:
260 million customers
90,000 contact center
seats in 87 countries
€11.7M invested in
contact center
infrastructure and
innovation in 2015
Best-of-breed solutions
partners: Cisco,
Genesys, Siebel,
Verrint, Verba and
Salesforce
431 worldwide cloud
contact center
customers.
From light to more
complex solutions,
our modular
offering enables
you to take your
customer
relationship to the
next level

26. Our belief:
digital transformation
is a corporate project
that must focus on all
stakeholders,
including employees
and customers
Creating the best experience
for employees and customers
Agenda Orange Vision Solutions

27. From inspiration to transformation.
Together.
Let’s
discuss further
Thank you