Interview with Patrick Pouliquen, Responsable marketing offres Relation Client
16.09.2020 – SFR Business (group Altice France) is bringing innovation into France. They are about to launch their new contact center solution: Global Contact Center, powered by Collab. This software solution is totally new and unique in the French market scenario. We talked with Patrick Pouliquen, Responsable marketing offres Relation Client, to understand how this novelty is driving digital transformation.
1. Can you tell us about SFR Business new solution, Global Contact Center?
Sure! SFR Business is proud to launch in October its new Contact Center As a service Solution on the French market, based on OneContact Collab Application suite. For us, it’s a strategical project; with GCC, we reinforce our Customer Interactions Services portfolio by adding a global omnichannel solution with a rich ecosystem of options to meet the needs of all our Customers, from SMBs to Global Accounts. GCC is a unique Solution on the French market, which gives us a competitive advantage. It’s a great opportunity of growth for us and for Collab to enter the French market.
2. The adoption of Cloud in the contact center industry has been growing. How do you face this evolution?
SFR has adopted Cloud environment for Contact Center Solution for more than 10 years, but the COVID-19 crisis has strengthened this strategic choice. During the Covid, many of our customer asked us for solutions allowing employees to work seamlessly at home or at the office. Even after Covid, this will stay a basic trend for the future of contact Center, which gives us the opportunity to migrate the customers from obsolete on-prems solutions to innovative uptodate CCaaS like Global Contact Center.
3. How do you evaluate the importance of Collab as a partner?
The choice of Collab has met many of our objectives: Collab is the right partner with a strategic vision end experience, allowing us to have a differentiating solution on the market. Collab has also the reasonable size, giving us the right level of reactivity to respond appropriately to the specificities of the French market.
4. Anything else you would like to add?
To conclude: with GCC powered by Collab, SFR Business is now perfectly armed to take on the challenges of the Customer Relationship market in France!