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.
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"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
About Vodafone Germany:
Vodafone, formerly Mannesmann, acquired its first digital cellular licence in 1989 and since then has grown to become Europe's largest telecommunication provider. With 15,000 employees, the Düsseldorf-based company provides mobile and fixed line telephony together with high speed data services for approaching 34 million business and private customers.
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
Published: Tuesday, March 17, 2020
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