Vodafone upgrading customer service platform
- 26 October, 2011 11:08
- Comments 5
Vodafone is to roll out a new customer service system to help capture the increasing number of social media communications the telco is experiencing with its customer base.
The new system, as part of the telco’s ‘One Connect’ strategy, will seek to capture tweets and Facebook messages along with more traditional email, voice and SMS-based customer enquiries.
Slated to go live in March, the system will monitor social media as well as contact centre calls, emails to Vodafone Support, and posts Vodafone’s Community eForum and route these to the customer service advisor it deems best able to respond.
In doing this, the telco believes it will improve response to customers and reduce the need to transfer calls to different service departments.
The customer service system is based on Alcatel-Lucent Genesys 8.1 customer service technology.
Vodafone upgraded its voicemail system in May, opting to drop Unisys in favour of Acision, the same provider VHA partner, Hutchison, uses for its ‘3’ customers.
The upgrade will enable Vodafone to offer new functionality and features to its customers while building in greater capacity to cater for increasing customer demand, a Vodafone spokesperson told Computerworld Australia.
“The new voicemail system uses the latest technology to allow for future development of new voicemail features and products,” the spokesperson said.
“It also has greater capacity, giving us the ability to cater for future capacity demands."
In July, Vodafone said it would upgrade its network upgrade in Canberra to enable to delivery of 2G, 3G and 4G technologies from a single base station by mid 2012.
During the month the company also said it had wrapped up a three month network upgrade project involving the installation of new mobile equipment at 49 sites across Newcastle, parts of the Central Coast, and the Hunter.
Earlier in the year, Vodafone signed up Huawai to help it replace all its 2G and 3G radio access equipment across its entire Australian network as part of its major network improvement initiative.
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Comments
Alia
I've only ever had one issue with Vodafone, and in the end I used twitter to contact them regarding it. The staff there were amazing and got my issue sorted super quickly! So it's been a good way to get help :D
Phil Gray
Used Vodafone for years, but having a problem with a new handset meant 3 trips to two different shops - one which is now conveniently closed.
One place gave me a number to call to resolve the problem because "heck they close in 30 minutes" and they were going to wipe all of my data from my phone because I didn't have the ESP to understand that I should have backed it up before visiting the store. The support number Vodafone gave me was directed to Korea where the HTC guys were very helpful, but unable to fix the problem.
New phone... still poor reception and call ability.
My service experience with Vodafone felt like I was unwittingly part of a Fawlty Towers script.
Jeff
How about just investing money into fixing the network and empowering the people who answer the calls in your call centre. Make what you have work before branching out into buzzword mania. Nigel Dews is running VHA into the ground, get a new CEO who can turn around the companies culture before it is too late!
Dave
Vodafone are lame...they should just give up.
Andy
I'm having big problems with reception,have a nokia c 7 recomended by vodafone. losing lots of business ,i've called 4 times in the last 3 weeks and have been told they will get back to me,i guess its too expensive to call me back from India.but then with no reception on this network ...ie my phone looks like i've got more chance with two cans and a bit of string. !!!!
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