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Vodacom South Africa Customer Service Goes Social
with Genesys
For the first time, Vodacom customer service agents will be able to seamlessly switch from social media
interactions to another mode of contact without losing context or data
DALY CITY, Calif. – March 13, 2012
News Facts:
•
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.
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Summary of Contents for Alcatel Genesys
- Page 1 News Release Vodacom South Africa Customer Service Goes Social with Genesys For the first time, Vodacom customer service agents will be able to seamlessly switch from social media interactions to another mode of contact without losing context or data DALY CITY, Calif. – March 13, 2012 News Facts: • 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. ...
- Page 2 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. Supporting Quotes: “With a corporate mission of ‘making every customer smile,’ our goal is to be responsive. Ultimately, social media is just another channel for our customers to get hold of us,” said Eben Dreyer, solution development manager, Vodacom. “By integrating the Genesys Social Engagement solution within our existing Genesys system we can effectively handle the growing numbers of social media queries. A posting on a website may be only part of an interaction a customer may be having with us, so it is important that we have a highly integrated approach that allows us to uniformly handle all interactions.” “Social media has changed the way we interact with our colleagues, family, and friends, and it’s now transforming customer service,” said Paul Segre, President and CEO, Genesys. “Vodacom recognizes the value of delivering cross‐channel customer conversation. We are pleased that they have chosen Genesys Social Engagement to help integrate their Facebook and Twitter channels into their overall customer experience.” Supporting Resources: www.genesyslab.com/newgenesys www.vodacom.co.za/personal/main/home/ http://www.genesyslab.com/?product=SocialEngagement&page=overview About Genesys: Genesys is the world’s leading provider of customer service and contact center software and services — with a 100% focus on customer experience and mission to save the world from bad customer service. With more than 2,000 customers in 80 countries, Genesys is uniquely positioned to help companies bring their people, insights and customer channels together to drive today’s new customer conversation. Genesys software directs more than 100 million interactions every day from the contact center to the back office, helping companies deliver fast, simple service and a highly personalized cross‐ channel customer experience. Genesys software also optimizes processes and the performance of customer‐facing employees across the enterprise. www.genesyslab.com Join the Conversation ...