Omnichannel Customer Engagement: From Vision to Results (European Event)

The Vodafone Success Story

Thursday, December 8, 2016
3pm GMT / 4pm CET / 5pm SAST

Vodafone, one of Germany’s largest telecommunications providers, has 8000+ agents handling over 18 million monthly interactions across multiple channels. They had multiple legacy systems for voice and siloed infrastructure for digital channels. This led to fragmented experiences for both agents and customers. Vodafone implemented the Genesys Customer Experience to support end-to-end personalized journey management and deliver a differentiated customer experience (CX).

Join Jörg Knoop, Head of Contact Centre and Telesales Capabilities, Vodafone as he discusses:

  • Steps taken to transform people, processes and technology to deliver personalized CX
  • How Vodafone uses omnichannel routing to steer customers to the right agent with the right skills
  • How they achieved a turnaround in Net Promoter Score (NPS) for all digital channels and voice

Presenters:
Jörg Knoop, Head of Contact Centre and Telesales Capabilities, Vodafone
Lisa Abbott, Sr. Director Product Marketing, Genesys

This webinar will be presented LIVE in North America, Latin America, Europe and
Asia Pacific
. Register for the time that best works for you!

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