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News : Vodafone Partners with Google Cloud and Genesys-powered AI VA ‘TOBi’ and Speech IVR

#contactcenterworld, @vodafonegroup, @Genesys

Sydney, NSW, Australia, Jan 25, 2022 -- Vodafone is taking customer care to the next level by partnering with Google Cloud and Genesys to launch a suite of artificial intelligence-powered chat bots and smart speech recognition tools to improve customer experience by resolving queries.

Using Google Cloud’s Dialogflow and Genesys Multicloud CXTM, Vodafone has transformed its customer service journey with the launch of its first AI chat assistant named ‘TOBi’ on its digital customer care channels and the first phase of its new Natural Language Processing (NLP) speech Interactive Voice Response (IVR) on its voice customer care channel.

TOBi and speech IVR use AI to understand and respond to customers to significantly reduce the time it takes to resolve their queries by either directly solving their issue or triaging them to the correct resource or department with greater accuracy and speed.

Later this year, Vodafone will roll out the next phase of its NLP and AI capabilities, which will enable customers to perform end-to-end, simple transactions through the speech IVR, such as a change to their plan or an upgrade to their handset, making self-service quick, easy and efficient.

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We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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TPG Telecom General Manager Customer Care, Virginia Papinyan said, "By using AI virtual assistants, predictive analytics and natural language processing we are taking out some of the most common pain points that customers experience while also delivering a fast, simple, and frictionless digital customer experience.

"Every minute of a customer’s time is precious, and that’s why we are committed to doing everything we can to remove the frustration of long wait times or lengthy searching for relevant answers. TOBi and our NLP speech IVR delivers efficient customer support through offering immediate, relevant assistance, 24/7.

"By partnering with Google Cloud and Genesys to deliver these innovations, we are demonstrating that we are at the forefront of using customer friendly, intuitive technology solutions to keep our customers happy and our customer care agents more engaged."

Google Cloud Vice President ANZ, Alister Dias, said "When it comes to customer service, every second counts. By harnessing the power of AI, machine learning, and data analytics, Vodafone can offer rich, intuitive customer outcomes, quickly. The result is a better experience for customers—they get answers faster—and human agents can focus on higher-value tasks."

Genesys Vice President ANZ, Mark Buckley, said "Delivering unified, frictionless and empathetic experiences in the new customer-led marketplace has never been more important. The Google and Genesys collaboration exemplifies how strategic partnerships enable enterprises to orchestrate seamless end-to-end customer experiences and increase their operational efficiencies. Genesys will continue to redefine the CX space and assist innovative companies like Vodafone to digitally transform and deliver exceptional customer service and satisfaction."

#contactcenterworld, @vodafonegroup, @Genesys

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.vodafone.com.au


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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About Genesys:
Company LogoGenesys® 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.
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Today's Tip of the Day - Auto Attendant Options

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

Published: Wednesday, January 26, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Recruitment Products/Services

 
1.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

2.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

3.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!

4.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

5.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

6.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 

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