Japan Tobacco International

JTI (short for Japan Tobacco International) is a leading global company that manufactures and sells tobacco products in 120 countries. With brands like Camel, Benson & Hedges and Winston, the JTI workforce consists of more than 44,000 employees all over the world. More than 1,000 of them are customer care agents, across 8 Contact Center sites in APAC and Europe.

JTI wanted to transform their customer experience, with enhanced workforce collaboration, superior customer knowledge and greater flexibility. After an extensive comparison with competitors, they chose the native Microsoft Teams Contact Center platform of Anywhere365®. Orange Business Services delivered consulting services and system integrations with our Dialogue Cloud.

Tight Bridge Between Collab and Communication Platform

Since Microsoft will end support for Skype for Business by mid 2021, it was mandatory for JTI to transition their UC applications to Microsoft Teams. This digital transformation of their customer service would lay a solid foundation for future scalability. Ultimately allowing them to enhance service desk operations with cloud solutions and deeply integrated CRM data, while delivering best-of-breed experiences to their B2C customers.

Integrating the dialogue management solution natively into the Microsoft Teams collaboration platform, was an opportunity for JTI management to get ahead of the curve while leveraging existing Microsoft stack investments. So they decided to extend Anywhere365® direct routing capabilities to over 10,000 users in the business, integrated with i.e. Oracle Sales Cloud and ServiceNow. Enabling the sales force to log any dialogues directly to the CRM and automating helpdesk dialogues.

For All Dialogues

Choosing a full enterprise dialogue management solution secures JTI’s premium positioning in the strategic, globally emerging e-cigarette market. It gives them the ability to adapt to changes in customers’ needs and behaviours with innovative use cases. But not just customer care situations benefit from the strategic choice. It allows them to also automate rewarding helpdesk journeys for global employees. Across all channels and departments.

Comprehensive Anywhere365® business intelligence tools help JTI focus on the KPIs that will impact their business workflows, communications and operations.