Vodafone Germany implemented solutions of Genesys for customer interaction

On September 15, 2018 it became known that the company for communication with clients the Vodafone company uses the solution Genesys.

Earlier the company used 5 independent voice systems, at the same time 70% of calls were processed by third-party employees. So, the client could receive two different and uncoordinated answers to one question. It confused and irritated therefore the indicator of a customer loyalty (NPS) at an outdated IVR system was from-40 to-50.

The problem was overcome with the help solutions of Genesys which provided complete transparency of all customer interactions for operators, regardless of the channel of service. In addition, the solutions Genesys helped Vodafone also integrate service through social networks Facebook and Twitter in a unified omnichannel environment.

The project was implemented in 6 years. As a result:

• 18 million addresses which are monthly arriving on different communication channels are processed now by one department;
• 86% of clients instantly transfer to the most competent operators regardless of the used communication channel;
• the average time of waiting for one client is no more than 10 seconds;
• time of processing of the address in the system of self-service of IVR decreased by 50%;
• NPS for social networks makes from +50 to +60.