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September 23, 2011

France Telecom Selects CustVox to Deliver Customer Experience Management Solution
By Anil Sharma
TMCnet Contributor

France Telecom (News - Alert) has selected CustVox AG to deliver a multi-lingual customer experience management platform to improve the customer experience management process for its Swiss affiliate, Orange (News - Alert).

CustVox is a European leader in customer experience management software solutions.

The decision to pick CustVox came after a six-months pilot. After just two months using a CustVox "out of box" solution, Orange was able to identify and target customers who were extremely unsatisfied early in the lifecycle.

In nearly 55 percent of the cases they were able to improve their satisfaction.

Officials with CustVox believed that the agreement will significantly improve customer loyalty and share of wallet for the telecom giant.

Company officials said that the rollout will begin immediately to support France Telecom's vision to position Orange as the "Best loved communication brand" in the market.

"France Telecom's selection of CustVox validates our sound strategy and leadership position in CEM," said Federico Cesconi, CEO of CustVox AG, in a statement.

Cesconi said that this is where they can focus on significantly increasing loyalty within the Orange customer community, accomplish a reduction in customer churn, and increase share of wallet.

According to company officials, the CFM platform offered by CustVox builds on an open architecture and scalable cloud platform that helps manage the customer experience over the life cycle, helping businesses in 3 specific areas-retention; increase share-of-wallet and driving new business.

"We are looking forward to working with an industry leader like France Telecom and the Orange brand, as the CustVox CEM solution continues to gain traction globally," said Donat Grimm, chief marketing officer of CustVox.

"We are pleased they will now harness the power of our multi-cross-channeling CEM solution," said Grimm.

Anil Sharma is a contributing editor for TMCnet. To read more of his articles, please visit his columnist page.

Edited by Rich Steeves


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