Vodacom has chosen Genesys Enterprise Workload Management and Digital Channels from Genesys to provide a multi-channel customer experience.
Servicing more than 30-million customers daily, Vodacom South Africa recognised a need to interact with the large volume of customers more efficiently, especially since the integration of multi-channel touchpoints have greatly complicated the end-to-end customer journey.
Leveraging Digital Channels from Genesys the company now ensures a genuine two-way communication between Vodacom and its customers. The solution provides agents with information on the customer intent and business context to proactively reach out to the customer during a critical moment in an individual customer journey while routing to the best available resource within the organisation.
Vodacom has also added Genesys Enterprise Workload Management as part of its multi-channel solution portfolio.
Prior to implementing Enterprise Workload Management, Vodacom operated on a first in, first out method, with a 24-hour turnaround on all leads. With the new solution, Enterprise Workload Management, the company can create a
more streamlined process through the ability to identify and execute decisions on priority leads nearly 98% of the time.
The next major deployment phase for Vodacom will be to work with Genesys to apply the same customer experience enhancement principles across the company’s various business offerings. Ultimately, this will enable even greater visibility of the customer conversation across multiple channels.
“With more and more people connecting to the Internet it is imperative that we are continually evolving and implementing initiatives that are to the ultimate benefit of our customers,” says Steve Briggs, Vodacom’s executive head of online and self-service.
“The solutions that Genesys has helped us develop over the past 13 years have enabled us to become closer to our customers, understand them better and provide them with top class service.”
Peter Flanagan, Genesys regional director: southern and eastern Africa, comments: “We are thrilled to be working with Vodacom in this new capacity to deliver a complete, multi-channel solution that engages customers across all channels to deliver a consistent customer experience. The new solution will enable Vodacom to apply true business intelligence to customer engagement in order to drive the right business outcomes.”