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Vodacom, the leading South African mobile business, provides the services that enable over 60 million customers in five countries to work, live and play. A nonstop thirst for innovation drives their success. But as the market matures, mobile penetration is increasing, competition is growing and consumers are becoming more digitally and socially connected. So, Vodacom sought an omnichannel strategy, binding customer journeys together within one consistent experience. With Genesys technology, Vodacom can support multiple channels simultaneously within a single interaction, meaning Vodacom can design, orchestrate, monitor and tune every customer journey.
“We’re creating a level of transparency for our customers that is unprecedented in the industry. We’re constantly looking at ways to move the customer experience forward.”
Gary Hagel, Chief Officer of Commercial Operations, Vodacom