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#contactcenterworld, @vodafonegroup, @awscloud
Auckland, New Zealand, July 7, 2020 -- Vodafone New Zealand has launched a new contact centre solution designed to support organisations with their customer experience (CX) strategies, as well as customer contact and engagements.
Vodafone Connect integrates existing customer relationship management systems across different platforms such as email, social media, and text messaging (SMS). The integration pulls this information into one user interface, bringing together real-time data about previous interactions to help agents with efficiency and in turn, to create a better customer experience
"While traditional call centre systems can offer a technically-sound approach for some companies, the move to remote working as a result of COVID-19 social restrictions has accelerated the need for more New Zealand businesses to adopt cloud-based, secure technology solutions to service their customer contact centres, and help to drive down costs," comments Vodafone New Zealand enterprise director Lindsay Zwart.
"By working with AWS, we are offering the world’s most comprehensive and broadly adopted cloud platform service for our customers, with the option to tap into the expertise of Vodafone NZ to help organisations create cost efficiencies, rapidly scale to meet demand, and leverage technology to build unique and personal experiences."
Amazon Web Services New Zealand commercial sector managing director Nick Walton says, "Technology is paving the way for innovative new customer experiences and helps organisations leverage data to better understand and connect with their customers."
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"As personalisation increasingly becomes an important driver of brand advocacy, more organisations in New Zealand are looking at how they can take advantage of cloud to create memorable customer connections, and increase the efficiency of their contact centres."
Vodafone recently announced that it is handing over operations of its Auckland-based customer data centre to local IT firm Plan B.
The sale expands Plan B’s data centre portfolio, whilst providing operations and management. Customers will notice no change in services.
"With over twenty years of ICT and business continuity experience, Plan B is now one of New Zealand’s largest data centre operators. This partnership will further strengthen our capabilities as we continue to offer customers secure, scalable and cost-effective cloud-based solutions," says Zwart.
#contactcenterworld, @vodafonegroup, @awscloud
Posted by Veronica Silva Cusi, news correspondent
Source: https://itbrief.co.nz
About Vodafone:
Established 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.
About Amazon Web Services:
Amazon Web Services is a collection of remote computing services that together make up a cloud computing platform, offered over the Internet by Amazon.com. The most central and well-known of these services are Amazon EC2 and Amazon S3.
Published: Wednesday, July 8, 2020
| 9.) |  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) |
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