Vodafone

Unifying AI-based digital messaging to amplify the customer experience

One of Germany’s largest telecommunications companies, Vodafone, prides itself on high-quality customer service. Omnichannel foundations were laid several years ago when Genesys helped bring people and technology together in one virtual contact center.

More than 10,000 agents were empowered with full visibility of the customer journey as they moved between voice, chat, email and social media channels. Leveraging Genesys APIs, Vodafone technicians integrated the Genesys Engage™ solution with the company’s mobile application. So, when agents accepted a call or chat, their desktops instantly displayed customer activities across all channels, further boosting customer experience.

The next challenge was to standardize messaging services, ensuring customers always got fast answers and information. Rather than siloed pools of agents who handled WhatsApp, Apple Business Chat and SMS contacts, Vodafone wanted to simplify and consolidate management through one central team of messaging specialists.

“In the call center world, it’s all about average handle time and first call resolution,” said Jörg Knoop, Technology Digital Incubator for Vodafone GmbH. “Moving to a digital messaging center is a completely different mindset. Suddenly, agents can find themselves in a quiet environment receiving messages, while supervisors struggle to get the insight and control they had with voice communications.”

Benefits

  • 100% of messaging conversations fielded by TOBi chatbot
  • Over 230 customer intents programmed
  • 44% of inquiries now resolved by AI, up from 16%
  • Freed up agents for other tasks
  • Improved collaboration and knowledge sharing

This is the best contact center I could have imagined. We’ve been ranked the number one Vodafone contact center worldwide. And with the new innovative channels we’ve developed, we know there’s a lot more to come.

Jörg Knoop, Technology Digital Incubator, Vodafone Germany

Challenges

  • Leverage AI to consolidate digital platforms
  • Create a center of excellence for messaging and understand operations

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