Vodafone Germany is now using WhatsApp, SMS and another top business messaging platform supported by Genesys®, the global leader in cloud customer experience and contact centre solutions.
With Genesys Messaging, 1,500 of the company’s agents can connect easily and intuitively with customers on this growing channel, which already averages 300,000 monthly interactions.
WhatsApp is the messaging platform of choice for more than 80% of all mobile phone users in Germany1. As such, the organization knew it was vital to provide service via this channel so its customers could communicate with agents as easily as they do with friends and family. Today, WhatsApp generates about 75% of the company’s messaging volume, and Genesys Engage™ enables it to meet this demand.
“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 centre solution for large businesses. The fully integrated offering enables agents to either handle the query in WhatsApp or, if needed, call the customer with a touch of a button, with the benefit of all conversation history appearing in front of them regardless of the channel. This gives agents complete visibility into their customer’s history in the same view, so they can deliver more connected experiences.
Using Genesys Engage, the company has differentiated itself from competitors by providing a superior customer experience. In addition to the benefits derived from the WhatsApp messaging integration, the company has realised significant customer-centric improvements across its key contact channels.
With a shift in the way consumers interact with brands, Genesys Engage allows the most sophisticated enterprises to maintain a competitive advantage by enabling them to deliver personalized service across any channel. It combines world-class intelligent routing, real-time contextual journeys and tools for digital transformation. Additionally, it empowers organizations to integrate automation and artificial intelligence (AI) across all channels, including messaging applications, such as WhatsApp.
About Vodafone GmbH
Vodafone is one of the leading telecoms and technology service providers in Germany. As a gigabit company, it’s a key contributor to the development of Germany’s infrastructure. Its German cable footprint extends to almost 24 million households and it provides a gigabit service to over 11 million of those. It reaches 78 million people and the Vodafone NB-IoT network for the industrial and business sectors is delivering IoT connectivity on 85% of Germany’s total area. Vodafone has been operating Germany’s first 5G network since mid-2019. Its 5G services will be available to around 10 million people by 2020 and to 20 million people by 2021.
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experiences as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world’s leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility.