Orange Business Services signs new IP transformation contract

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.

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By  Christopher Reynolds Published  November 23, 2006

Orange Business Services has announced the latest phase of a long-term contract worth up to US$1.6 million with Arab investment banking firm EFG-Hermes. The bank is hoping the new IP telephony contract will support its plans for expanding and enhancing its call centre presence in the Middle East 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 says. Orange Business Services, a division of France Telecom, has been working with EFG-Hermes since 2005. The service provide also announced a new partnership with Etisalat, which will allow the UAE telco to offer Orange’s IP VPN network to its business customers.

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