Digital, mobile-first omnichannel strategy
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 centre.
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 Multicloud CX™ 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.