Leveraging cloud technology to achieve agility and improve customer satisfaction

Combining Genesys Multicloud CX™ with predictive engagement meant Vodafone Australia could target customers at their point of need, converting more contacts into sales. Set to save over $3 million per year, the business also benefits from real-time visibility into staff schedule adherence, productivity gains and new digitally-assisted revenue streams.

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Over 5% increase

in workforce efficiency

More than $3 million

expected savings per year

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

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 Genesys solution to manage their 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 to Genesys Multicloud CX. 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 Genesys Multicloud CX solution, Vodafone Australia will save over $3 million per year in operating expenses and increase workforce efficiency.

Watch the video above to learn more.

At a glance

Industry: Telecommunications

Location: Australia

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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