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UNITED STATES : Vodacom South Africa Customer Service Goes Social with Genesys [TendersInfo (India)]
[March 14, 2012]

UNITED STATES : Vodacom South Africa Customer Service Goes Social with Genesys [TendersInfo (India)]


(TendersInfo (India) Via Acquire Media NewsEdge) Vodacom, the largest mobile communications provider in South Africa, will be deploying Genesys Social Engagement to automate and integrate social media interactions with customers throughout their contact center and customer service operations. Vodacom is one of the first companies to deploy the Genesys Social Engagement solution.



Vodacom has been using the Genesys Customer Interaction Management (CIM) platform to handle its more than 16 million calls per month. Blended e?services agents within the contact centers handle non?voice interactions such as chat, SMS, web call?back and email. After experiencing major success with its social media presence Vodacom has the largest social media following among South African companies it determined it needed to more effectively handle the growing number of postings that required responses from the Vodacom customer support team. To date, it had been using a manual approach to handling social media queries.

Genesys Social Engagement lets Vodacom agents use existing routing, reporting and agent desktop technologies to handle social media as part of a cross?channel customer service strategy built around driving customer conversations. Genesys Social Engagement supports Twitter and Facebook, which are Vodacom's primary social media channels.


The automated capabilities of the Genesys Social Engagement Platform make it easier for Vodacom to scale when customer interactions are heavy. It also allows customers and agents to seamlessly switch from one mode of contact to another; if an interaction begins on a social media channel, agents can offer web call?back or email to deal directly with the customer, without losing context or data.

Vodacom contact center agents use the same interface for social media interactions as they do for email, chat, and other support functions.

Vodacom worked with its partner, Dimension Data, in South Africa to define project requirements and implement Genesys Social Engagement within the Group.

About Genesys Social Engagement: Genesys Social Engagement analyzes social media interactions and applies intelligent customer routing and business rules to align interactions with the right resources in the contact center, marketing, or other groups. Integrated reporting is designed to deliver insight into business outcomes and effectiveness.

(c) 2012 Euclid Infotech Pvt. Ltd. Provided by Syndigate.info an Albawaba.com company

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