Orange UK extends outsourced CRM contract

Convergys keeps offshore CRM contract with Orange UK

Orange UK, France Telecom's internet, mobile and TV services arm, has extended its contract for relationship management systems with supplier Convergys .

Orange UK has more than 17 million subscribers and these are all serviced from Convergys' call centres in India. Since 2005 Orange UK has been working with outsourcing partners in India, but in June 2008 made a strategic announcement that it would halt the expansion of offshored customer service support for mobile and broadband customers, and deliver this support locally from UK-based contact centres.

The contract extension looks to be a boost for India's reputation as an offshoring location, after the recent atrocities in Mumbai. The value of the extended contract was not disclosed.