Orange Business Adds AI and Authentication Tools to Enterprise Phone Systems
Orange Business is rolling out four new capabilities for enterprise communications this year: branded calling, deepfake detection, AI-assisted customer service, and intelligent phone agents. The company serves over 7,000 enterprise customers across more than 100,000 locations globally.
The moves address concrete problems support teams face: long customer wait times, call fraud, and the difficulty of distinguishing authentic communications from AI-generated imposters.
Branded Calling Reduces Missed Calls
Branded calling displays a company's name, logo, and reason for calling directly on a customer's mobile screen. Orange Business is launching this in France and the United States this year, with European expansion to follow.
The feature authenticates outbound calls, which reduces unanswered calls and strengthens customer trust in incoming communications.
Deepfake Detection Protects Against Fraud
Orange Business is integrating deepfake detection into its collaboration and customer experience products, partnering with vendors including Sensity and Reality Defender. These tools identify fake audio, images, video, and documents.
As deepfake technology becomes more accessible, the risk of impersonation fraud and reputational damage has grown for enterprises.
AI Assists Agents in Real Time
Orange Business embeds generative AI directly into contact center environments to automate customer interactions from initial qualification through problem resolution. The company managed 80 million AI conversations in 2025 through its Live Intelligence platform.
For support agents, the system provides real-time transcription, recommendations, sentiment analysis, and automatic post-call documentation. This reduces handling time and improves customer satisfaction.
The approach addresses a core risk: generative AI systems can hallucinate or produce inaccurate information. Orange Business says its orchestrated ecosystem of partners mitigates these errors.
Intelligent Agents Handle Entire Call Journeys
Orange Business is launching agentic AI-powered telephony that understands call context, provides answers, and manages the entire call autonomously. The system optimizes outcomes for both caller and recipient.
The company is collaborating with Microsoft to integrate Copilot agents from Microsoft 365 into Teams Phone, including an Interpreter agent. Orange Business plans to extend agentic telephony to other platforms including Cisco Webex.
Voice remains the preferred channel for both support agents and customers when handling complex issues. Eighty percent of customer service agents say voice is their top-used channel daily.
What This Means for Support Teams
These tools address specific friction points in customer support operations. AI for Customer Support can reduce agent workload through real-time assistance and automation, while authentication features cut down on fraud-related inquiries. AI Agents & Automation can handle routine call routing and qualification, freeing agents for higher-complexity problems.
Orange Business says the combination of trust-building features and AI productivity tools creates a foundation for enterprise communications in an era where distinguishing authentic interactions from synthetic ones has become difficult.
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