Introduction
In an era where digital trust is paramount, Orange Business is taking decisive steps to secure enterprise voice communications. The company is responding to the increasing distrust towards unknown calls, exacerbated by synthetic content, by leveraging artificial intelligence (AI) to enhance both security and productivity.
Branded Calling: A New Era in Communication
Orange Business has launched "Branded Calling" in France and the United States, with plans to expand across Europe. This feature displays the identity of the company and the purpose of the call on the recipient's device, aiming to increase call pick-up rates and authenticity. This initiative directly addresses the growing issue of distrust towards unknown numbers.
Combating Deepfakes with AI
To protect organizations from cyber threats and identity theft, Orange Business is integrating AI-based tools to detect audio and video deepfakes. This is achieved through partnerships with Sensity and Reality Defender. These tools are crucial in maintaining the reputation of organizations in the face of sophisticated cyber threats.
Enhancing Contact Centers with AI
AI is at the heart of Orange Business's strategy to improve contact center productivity. By 2025, the company's Live Intelligence platform is expected to manage 80 million conversations. The platform automates interactions and assists advisors with real-time transcriptions and sentiment analysis, reducing errors and enhancing service quality.
Collaboration with Microsoft
Orange Business is collaborating with Microsoft to integrate Copilot and Interpreter into Teams, with plans to extend these capabilities to other solutions like Cisco Webex. This "agentic telephony" aims to simplify internal processes and autonomously manage user journeys.