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News : Keeping Kiwis Connected During COVID-19 Pandemic

#contactcenterworld, @vodafonegroup

Tauranga, New Zealand, March 24, 2020 -- Following the government’s announcement that New Zealand will move to level 4 at midnight Wednesday, Vodafone says they remain focused on keeping Kiwis connected during the COVID-19 pandemic.

Vodafone NZ CEO Jason Paris says Connectivity has never been more important to Kiwis.

"As the nation enters a new phase of self-isolation to fight COVID-19, staying in touch virtually with loved ones and workmates is super important for our nation’s health and wellbeing.

"Our teams are working around the clock ensure we keep Kiwis connected. Just as supermarkets are stocking their shelves with food for the lockdown, we’re prepping our network hubs with extra data capacity.

"Our broadband and mobile networks are holding up well, and we have a lot of supplies left."

Jason says money has been invested into shoring up our mobile and broadband internet services.

"We’re in a good place. Over the past week we have seen spikes of up to 50 per cent higher than usual mobile data usage, an uplift of 15 per cent in broadband network traffic and a 70 per cent increase in phone calls - and we’re confident we’ll keep up with this new pace of demand in the home-bound days to come."

"But the ongoing impact of COVID-19 means customers will likely experience delays if they try to phone our call centres, so we urge Kiwis to go online in the first instance as we all respond to this unprecedented situation.

Jason says they are doing absolutely everything we can to help our customers, including staff volunteering to lend a hand to our customer care teams and reassigning some retail staff.

But he warns people to expect to slower wait time.

"We ask customers to please be patient. Our team is remarkable, and we will get through this.

"If there are industry-wide capacity issues, particularly in regional or rural areas, we urge New Zealanders to bear with us as our teams are doing all they can to keep you online."

Vodafone NZ customers are advised to use digital customer service methods wherever possible to reduce the reliance on call centre staff.

Customer Operations Director Andy Welton says we are living in uncertain times and we understand how important it is for New Zealanders to stay connected to family and friends in a virtual manner.

"The impact of COVID-19 means wait times for some services will likely go up as movement restrictions become more widespread for both our onshore and offshore call-centres, and as New Zealand offices empty and our local and offshore call centre operations switch to working from home.

"We will be prioritising the health and safety of our people and communities first and foremost - and we apologise in advance to Vodafone customers who may find it more difficult to get through to our call centre teams.

"Please be patient, our people are working as hard as they can, in extraordinary circumstances."

#contactcenterworld, @vodafonegroup

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.sunlive.co.nz


About Vodafone:
Company LogoEstablished in 1994 to operate in the Turkish mobile telecommunications sector, Vodafone Group became a mobile operator under the name Vodafone Telekomünikasyon A.Ş. on May 24, 2006. Now the second largest mobile operator in Turkey, Vodafone has 18,000,000 subscribers. As England's first GSM carrier, Vodafone made the first mobile phone call on Jan. 1 1985. Vodafone Group Plc is the world's leading mobile telecommunications company, with a significant presence in Europe, the Middle East, Africa, Asia Pacific and the United States through the Company's subsidiary undertakings.
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Today's Tip of the Day - Memorable Numbers?

Read today's tip or listen to it on podcast.

Published: Thursday, March 26, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)
PH: (+61) 406 501 368

3.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390
 

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