Worldline recognised as a global cloud contact centre provider by OMDIA

The challenges of customer relations are numerous, and the customer experience has taken a central place in many companies. In the meantime, the current COVID-19 pandemic revealed that adaptability and flexibility are key in maintaining a high level of service and business continuity. Choosing a trusted CCaaS partner is crucial to successfully adapting the customer relationship.

According to the 2020 OMDIA Decision Matrix: Selecting a Multichannel Cloud Contact Centre solution report, “When selecting a cloud contact centre vendor, an enterprise should consider how the potential solution can help it to add new functionality in stages as needed. Vendor roadmaps, technology partnerships, and investments in cloud infrastructure and security capabilities should all be reviewed as part of the selection process.”

The 2020 OMDIA Decision Matrix study recognises Worldline as a global cloud contact centre player: "Worldline has now developed into a world-class cloud contact centre provider with a focus on the higher-agent-count marketplace".

As a major partner for the digital transformation of companies, Worldline has developed strong expertise in customer relationship management over the last 15 years, constantly innovating around the WL Contact solution.

Strategy and innovation

The product strategy outlined by OMDIA has materialised by adding lots of functionalities during the last two years to adapt to the requirements of our customers:

• Extended omnichannel with chat, video and social networks for a 360° customer view;
• A multichannel bot that is easily configurable by business users, enabling them to automate simple processes;
• Adaptable and intelligent routing strategies for personalised customer relationship.

Our product developments are cobuilt with our customers, with whom we work closely to meet their business needs.

Flexibility and adaptability

According to the report, 
"Cloud solutions give organisations more flexibility to expand or contract the number of agents based on the fluctuating requirements of the company or to switch customer interaction management across a multitude of channels".

Flexibility is one of the main features of WL Contact. It's not only the pay-per-use model which allows to easily manage the fluctuation of activity, but also the easy way to integrate with partners and ecosystem. As the sole contractor, Worldline clients benefit from an end-to-end service and recognise the company’s strong ability to support them in integration and customisation.

A proven track of record

Worldline does not only provide software but also accompanies its clients in their projects to transform the omnichannel customer relationship.

For the past 3 years, Worldline has been providing service and expertise for major banking groups (BNPP, Fortis, LBP), enabling them to benefit from all the advantages of the contact centre in the cloud.

Download the report to learn why Worldline is a world cloud contact centre provider with dominance in financial industry marketplace. You’ll also get:

• Key market trends from an industry expert
• Solution analysis

Download the report

About Worldline

Worldline [Euronext: WLN] is the European leader in the payments and transactional services industry and #4 player worldwide. With its global reach and its commitment to innovation, Worldline is the technology partner of choice for merchants, banks and third-party acquirers as well as public transport operators, government agencies and industrial companies in all sectors. Powered by over 20,000 employees in more than 50 countries, Worldline provides its clients with sustainable, trusted and secure solutions across the payment value chain, fostering their business growth wherever they are. Services offered by Worldline in the areas of Merchant Services; Terminals, Solutions & Services; Financial Services and Mobility & e-Transactional Services include domestic and cross-border commercial acquiring, both in-store and online, highly-secure payment transaction processing, a broad portfolio of payment terminals as well as e-ticketing and digital services in the industrial environment. In 2019 Worldline generated a proforma revenue of 5.3 billion euros. worldline.com

ABOUT OMDIA

Omdia is a global technology research powerhouse, established following the merger of the research division of Informa Tech (Ovum, Heavy Reading and Tractica) and the acquired IHS Markit technology research portfolio.* We combine the expertise of over more than 400 analysts across the entire technology spectrum covering 150 markets and publish over 3,000 research reports annually, reaching over 14,000 subscribers, and covering thousands of technology, media, and telecommunications companies. Our exhaustive intelligence and deep technology expertise allow us to uncover actionable insights that help our customers connect the dots in today's constantly evolving technology environment and empowers them to improve their businesses – today and tomorrow.

Press Contact

Hélène Carlander
T +33 7 72 25 96 04
E helene.carlander@worldline.com