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News : Vodafone NZ Taps Amazon Connect to Boost its Contact Centre Experience

#contactcenterworld, @vodafonegroup

Auckland, New Zealand, Nov 19, 2020 -- Vodafone NZ is teaming up with Amazon Web Services (AWS) to implement the Amazon Connect cloud contact centre and provide personalised and enhanced customer experiences.

Implementing Amazon Connect would simplify contact centre operations and unlock insights to provide new and  ways to engage with customers, the telco said.

Amazon Connect also opened the door to using AWS' artificial intelligence (AI) and machine learning services to automate interactions and improve service.

In July, Vodafone NZ launched an Amazon Connect service, called Vodafone Connect, to local customers.

It encompasses both voice and chat-based services to offer customers a personalised, intuitive experience, reduced wait times, and faster resolution of issues.

"Amazon Connect offers best-in-class technology and will enhance our digital customer service across all interaction channels," said Antony Welton, customer operations director at Vodafone NZ.

"Customers can expect to see the technology progressively rolled out over the next ten months and we’re confident they will benefit from a superior customer experience."

The Amazon Connect project would complement people-focused initiatives such as Vodafone NZ's "X Squad" and efforts to better equip agents with the tools they need to improve our customer experience.

"We’ve already seen a 35 per cent improvement in our ‘first time fix’ metric, meaning a customer’s problem is solved the first time they call us, as well as vastly improved customer satisfaction metrics, and we are confident this new technology platform will help us to lift our game even further," Welton said.

Nick Walton, managing director for commercial sector at AWS NZ, said Vodafone NZ was a great example of how the cloud and machine learning technologies were transforming the way organisations were improving their customer experience.

"Amazon Connect will provide Vodafone NZ with a scalable contact centre solution that can adjust to the changing needs of its customers in real-time and will enable Vodafone NZ to engage with their customers easily and naturally," he said.

#contactcenterworld, @vodafonegroup

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.reseller.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 - Connectivity

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

Published: Friday, November 20, 2020

Printer Friendly Version Printer friendly version

2022 Buyers Guide Knowledge Management

 
1.) 
168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.

2.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

3.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

4.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

5.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

6.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

7.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

8.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

9.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

10.) 
Synthetix

Knowledge: For Your Team
Synthetix’s intelligent knowledge base software, Knowledge: For Your Team empowers your agents whilst fuelling your digital customer service channels.

With one centralised source of knowledge that is simple to use and update, providing customers with the right information – whether that be through self-service or direct – is efficient and always consistent.

With their own integrated knowledge base that recommends articles based on what they’re typing and decision tree technology that produces scripting, agents are more productive and Average Handling Times can be reduced by 25%.
 

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