Vodafone Australia

Leveraging cloud technology to achieve agility and improve customer satisfaction

Vodafone Australia is one of the country’s largest telecommunications and internet service providers, serving over 22 million customers. For several years, they were using an on-premises version of the Genesys EngageTM solution to manage its contact center. Over time, the company decided that it was time to transition to the cloud. One of the major reasons for this change was the ability to release new functionality quickly — instead of spending weeks or months planning for a release.

In 2019, Vodafone Australia undertook a huge project to move all of its customer contact channels from the Genesys Engage solution and various other vendors to the cloud-based Genesys Engage. This included moving voice (both inbound and outbound), chat, email, quality management and call recording to the cloud. The company also rolled out additional new capabilities with predictive engagement, workforce management and speech analytics. The scale of this project was enormous, yet it was completed in just 10 months.

With the cloud-based Genesys Engage solution, Vodafone Australia will save over $3 million per year in operating expenses and increase workforce efficiency.

Benefits

  • Over 5% increase in workforce efficiency
  • More than $3 million expected savings per year in opex across platform and labor costs
  • Maximizing conversions on digital and digital-assisted channels
  • New revenue streams through digitally assisted accessory sales
  • Real-time visibility into staff schedule adherence

With Predictive Engagement we are now targeting customers at the point that they need our help, and therefore, maximizing our conversion on our digital-assisted and digital channels.

Jarrod Creagh, Head of Workforce Optimization and Care Platforms, Vodafone Australia

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Challenges

  • High lead time for platform upgrades
  • Low workforce visibility
  • Inflexible chat platform
  • Lack of an effective speech analytics tool
  • Complex telephony design

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