Omnichannel Customer Engagement: From Vision to Results (Latin American Event)

The Vodafone Success Story

Wednesday, December 7, 2016
1pm CST / 5pm BRST

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!

    Please complete the form below to register for this event:

    E-mail Address

    First Name

    Last Name

    Company

    Title

    Function

    Role in IT decision-making process

    Company Size

    Industry

    Address

    City

    State/Province

    Zip

    Country

    Business Phone

    How many contact center agents does your organization utilize?

    You are receiving this email on behalf of our partner, IT Business Edge, and the resource sponsor, Genesys. By accessing this free resource, you agree that IT Business Edge or Genesys may contact you about other offers that may be of interest.

    By clicking on the “submit” button above, I agree that I have carefully read the Legal Notices, and the Privacy Policy, and I agree to be legally bound by all such terms.