itb-nz logo
Story image

Vodafone NZ to roll out Amazon Connect in contact centres

Vodafone New Zealand has announced it will team up with Amazon Web Services (AWS) to implement Amazon Connect, an omnichannel cloud contact centre, to provide a personalised and enhanced customer experience.

The moves makes Vodafone New Zealand the first telecommunications provider in New Zealand to implement the solution. 

Currently, Vodafone NZ’s contact centre receives approximately 1.7 million customer service calls per month. Implementing Amazon Connect will simplify its contact centre operations and analyse information to unlock insights to provide new and innovative ways to engage with customers, the telco says.

Amazon Connect will enable Vodafone NZ to use AWS artificial intelligence (AI) and machine learning (ML) services to automate interactions and improve customer service on the platform. It will also encompass voice and chat-based services to offer customers a personalised, intuitive experience, reduce wait times, and help solve customer issues faster.

“We selected AWS to help us transform the customer experience in our contact centre. Amazon Connect offers best-in-class technology and will enhance our digital customer service across all interaction channels,” says Antony Welton, customer operations director at Vodafone New Zealand.

“Customers can expect to see the technology progressively rolled out over the next 10 months and we’re confident they will benefit from a superior customer experience," he says.

"This will complement our people-focused initiatives, such as the success of our X Squad and ongoing efforts to better equip our agents with the tools they need to further 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 explains.

 The announcement follows Vodafone NZ’s implementation of the Amazon Connect Chat functionality in May, which enables a single unified contact centre service for voice and chat.

Nick Walton, managing director for commercial sector at Amazon Web Services in New Zealand, says Vodafone NZ was a "great example of how the cloud and machine learning technologies are transforming the way Kiwi organisations are 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 says. 

Story image
Video: 10 Minute IT Jams - Who is OutSystems?
In this IT Jam, we speak with OutSystems vice president for A/NZ Paul Arthur, who discusses the company's role in the A/NZ region, how things have changed for the company and the industry amid pandemic, and what he sees in the future of visual development and digital transformation.More
Link image
Revealed: How to streamline the payroll process
Here are five top tips that can help you regain control of your day, cut down on errors, and take care of employees, the company, and yourself.More
Story image
How Employer of Record helps companies expand to new markets around the globe
Using an Employer of Record allows companies to break into new markets and hire the talent they need quickly and easily — with all human resources, onboarding, paperwork, and legal compliance taken care of.More
Story image
Palo Alto Networks launches enterprise data loss prevention service
"As a single centralised cloud service, Palo Alto Networks Enterprise DLP can be deployed across an entire large enterprise in minutes with no need for additional infrastructure."More
Story image
How to keep office equipment safe in the COVID-19 era
In addition to basic hygiene procedures like mandating the use of hand sanitiser and encouraging the use of masks, organisations can minimise the risk of cross-contamination and infection when employees are using shared devices.More
Story image
Q&A: StorageCraft director on how backup and recovery has changed in 2020
Techday spoke to StorageCraft international product marketing senior director Florian Malecki, who discusses the importance of backup and recovery, the products and solutions that StorageCraft offers in this field, and the revenue opportunities partners can capitalise on. More