Overview
Orange, one of the world’s leading telecommunications companies serving 230 million customers worldwide, partnered with C Square to deploy a customer management solution across three markets: Iraq (260 seats), Jordan (120 seats), and DR Congo (120 seats).

Introduction
Operating across multiple African and Middle Eastern markets, Orange needed a consistent, scalable customer engagement platform that could be replicated across geographically diverse operations while meeting the demands of a high-volume, multi-country telecom business.

Challenges
Deploying a unified solution across three distinct country operations came with its own complexities. Key challenges included:

• Standardizing a customer management solution across Iraq, Jordan, and DR Congo simultaneously
• Supporting a combined 500 agent seats across the three deployments
• Ensuring high availability given the scale and criticality of telecom customer service
• Integrating voice, quality management, and reporting into one consistent framework across markets
• Building customized reporting to give visibility into performance across each country’s operations

Our Strategy
C Square deployed a Distributed Architecture with High Availability across all three markets, built on Genesys Call Center Suite version 8.1 with Genesys Voice Platform and Pure SIP deployment using Cisco Media Gateways. The rollout included Genesys Interactive Workspace (IWS) with customization, Genesys Quality Management, Infomart, Workforce Management, Business Object hosting with customized Crystal Reports, and IVR call flow development using Composer with back-end integration — creating a consistent, replicable framework across Orange’s Iraq, Jordan, and Congo operations.

Conclusion
The multi-country deployment gave Orange a standardized, highly available customer engagement platform spanning three markets and 500 agent seats, demonstrating C Square’s ability to deliver consistent, enterprise-grade Genesys solutions at scale across geographically diverse telecom operations.