Customer Webinar

Omnichannel Customer Engagement: From Vision to Results

The Vodafone Success Story

Vodafone, one of Germany’s largest telecommunications providers, has 8000+ agents handling over 18 million monthly interactions across multiple channels. They had multiple legacy systems for voice and siloed infrastructure for digital channels. This led to fragmented experiences for both agents and customers. Vodafone implemented the Genesys Customer Experience to support end-to-end personalized journey management and deliver a differentiated customer experience (CX).

Hear from Jörg Knoop, Head of Contact Centre and Telesales Capabilities, Vodafone as he discussed:

  • Steps taken to transform people, processes and technology to deliver personalized CX
  • How Vodafone uses omnichannel routing to steer customers to the right agent with the right skills
  • How they achieved a turnaround in Net Promoter Score (NPS) for all digital channels and voice

Meet the Speakers

Jörg Knoop
Jörg Knoop

Head of Contact Centre and Telesales Capabilities, Vodafone

Lisa Abbott
Lisa Abbott

Sr. Director Product Marketing, Genesys

View the Webinar!