Vodafone Australia: Providing a seamless customer experience through the cloud

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Vodafone Australia is one of Australia’s largest telecommunications and internet service providers, serving over 22 million customers. For several years, they were using an on-premises version of the Genesys Engage™solution to manage its contact center. Over time, the company decided that it was time to transition to the cloud. One of the major reasons for this change was the ability to release new functionality quickly — instead of spending weeks or months planning for a release.

In 2019, Vodafone Australia undertook a huge project to move all of its customer contact channels from the Genesys Engage solution and various other vendors to the cloud-based Genesys Engage. This included moving voice (both inbound and outbound), chat, email, quality management, and call recording to the cloud. The company also rolled out additional new capabilities with predictive engagement, workforce management, and speech analytics. The scale of this project was enormous, yet it was completed in just 10 months.

Watch the video to see how the cloud-based Genesys Engage solution is helping Vodafone Australia save over $3 million per year in operating expenses and increase workforce efficiency.
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