Genesys Messaging with WhatsApp Simplifies Communication Between Businesses and Consumers
San Francisco, CA, USA, March, 2020 -- Vodafone Germany is now using WhatsApp, SMS and another business messaging platform supported by Genesys(R), a global provider in cloud customer experience and contact center solutions. With Genesys Messaging, company agents can connect with customers on this growing channel.
"We expect to handle over 600,000 messaging interactions per month by 2020," explains Jörg Knoop, technology digital incubator at Vodafone. "We envision WhatsApp and messaging will be central to our customer communications in the future and will enable us to securely respond to customer queries through our customers' Vodafone WhatsApp chat. In addition, more than every third conversation is already fully handled by the inhouse intelligent virtual assistant TOBi."
The multinational telecommunications company handles all customer service interactions across each of its channels, including voice, email, chat and messaging, through Genesys Engage, an omnichannel, multi-cloud contact center solution for large businesses.
Posted by Veronica Silva Cusi, news correspondent
Date Posted: Tuesday, March 17, 2020
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