Orange Business is the Orange Group entity dedicated to businesses and organizations, and is now a global provider of integrated digital services and IT solutions for businesses across all industries. Its offerings include secure network infrastructure, cloud services, and cybersecurity solutions, all designed to support a worldwide target audience. With a legacy rooted in telecommunications, Orange Business has evolved into a comprehensive digital transformation partner with the help of Cisco and Webex.
For over 25 years, Cisco and Orange have partnered to deliver next-generation network and communication solutions that transform how people live, work, and learn. Spanning connectivity, collaboration, contact centers, cybersecurity, and data center services, this global partnership is built on a shared commitment to innovation, customer-first values, and operational excellence. Together, Cisco and Orange empower businesses to embrace cloud-first strategies, enhance remote work capabilities, and drive secure digital transformation.
On top of Cisco’s solutions, Orange Business needed a cloud-based solution to streamline processes, scale for growth, and enhance the customer experience.
Why on-premise wasn’t cutting it
Orange Business connects more than 360 multinational companies to global markets, but before Webex, it largely used traditional enterprise systems with phones on desks and on-premise solutions. While these worked for a while, the company needed a scalable system that would work more effectively for its global customer base.
The reason? The team launched products, “Workplace Together Essentials” and “Workplace Together [Webex],” focusing on rapid deployment for their customers to allow them to see immediate action and value. This solution needed more updated technology to work as effectively as possible. Because of the end of the network copper in 2030 in France, Orange Business needed a new solution to replace on-premise phones with a digital solution, bringing more automation and digitalization. The company realized it wanted to replace it with a digital solution, bringing more automation and digitalization.
The team manages a large number of customers across different markets. This means they required a platform that could support fast rollouts, especially after signing over 100 customers for its Workplace Together Essentials product.
Furthermore, the existing system presented an opportunity for improvement in digital capabilities, such as AI-powered calling, automation, and integration with other assets. Enhancing these features would provide the flexibility, productivity boost, and sustainability support needed for continued growth.
These challenges led them to Webex.
Seamlessly transitioning to the cloud
Because Orange Business had already been partnered with Cisco for years, it stayed within the Cisco family and selected Webex as its cloud-based solution.
“There is a historical partnership with Cisco, so it’s natural for us to work with Webex,” said Nicolas Ducrot, Director of Product Management. “But the main reason is that Webex is a very strong cloud solution when it comes to deploying employee and customer experience solutions.”
The transition to Webex was smooth thanks to Orange Business’s deep understanding of Cisco technology and its existing infrastructure. This partnership allowed the company to scale deployments quickly for over 100 customers, ranging from mid-sized organizations to large global enterprises.
To meet its goals of digitization and scalability, the company integrated Webex Calling as a core component, moving on-premise call centers to a cloud-based business phone system. Additionally, it introduced Webex Contact Center for improved customer experience and support planning, as well as Webex Meeting, our cloud-based video conferencing platform. Companies can also utilize Workplace Together [Webex], which is a complete professional service offer combining Webex, Webex Contact Center and Webex Meeting, giving customers everything they need all in one place.
On top of using Webex products for external customer processes, the team also has several products and services that they designed around Cisco Webex capabilities.
Lastly, the organization uses Webex Control Hub to manage everything in one, easily accessible location for employees.
“What is really powerful with Control Hub is the fact that, in one console, you can centralize and pilot everything for your employee and collaboration experience, and you can manage calling and meetings,” said Nicolas.
How Webex serves Orange Business
The company’s transformation has brought the desired digitalization and scalability, enabling it now to grow and meet changing customer needs for years to come. By using Webex Contact Center, Webex Calling, Webex Meeting, and other solutions, team members not only have extended support for their daily work, but the company has improved its customer service offerings—making them more integrated, agile, and responsive.
“For us, it’s a very strong cloud solution to propose to our customers to fulfill their employee and customer experience needs,” said Nicolas.
Webex Meetings helps facilitate better communication and collaboration between Orange Business and its customer teams, especially across different countries and languages. Webex Calling allows for modern communication capabilities that improve employee and customer interactions. Webex Contact Center enables the team to support customers and access helpful data for everyday interaction.
The future of AI at Orange Business
Because AI is becoming a critical component of Orange Business’s approach to customer service and employee support, the company is excited about using Webex’s AI capabilities to automate and improve future interactions.
One of these solutions is Webex AI Agent, which can allow Orange Business to build on solutions by providing even smarter, more helpful tools for both employees and customers.
“I think we could go one step further to support employees in their day-to-day life, but also propose the same value for the customer experience,” said Nicolas.
The AI Agent can help automate repetitive or basic contact center tasks—like answering common questions—but in a way that still feels natural and personal. It can seamlessly integrate with each customer’s existing IT environment and tools, making it easy to adopt and align with how they’re already operating.
The company also plans to combine its own capabilities with other Webex AI components, particularly around voice, to offer AI-automated voice solutions. This could mean smarter voice interactions that improve efficiency and personalization for customers.
Want to see these solutions in action within your own organization? Contact our team to learn more about what Webex could do for your business.
The post How Orange Business moved seamlessly from on-premise to the cloud … appeared first on Webex Blog.