Orange Business Services has announced the latest phase of a long-term contract worth up to US$1.6 million with investment banking firm EFG-Hermes.
The contract will allow Orange to further develop EFG-Hermes' existing VPN IP telephony network. Orange's new solution will provide the bank's Egypt based call centres with a distributed, single IP, telephony system; creating one virtual call hub across the region and enabling features such as intelligent call routing, online call queue monitoring and virtual overflow call routing to connected centres.
Sherif Cararah, managing director of EFG-Hermes Securities Brokerage, hopes this new infrastructure will increase operational efficiencies: "The new call centre strategy will increase customer satisfaction, boost our overall levels of productivity and support trading across three different stock markets in different time zones. We will be the only brokerage in the Middle East region with the capability to trade in this way," he said. Orange Business Services was previously known as Equant, and is part of the France Telecom Group of companies.
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