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Vodafone rolls out contact centre solution powered by AWS

07 Jul 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

According to Vodafone, the offering can also scale to support thousands of call centre agents at a time without the need for manual intervention.

“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.”

Vodafone Connect operates on Amazon Web Services (AWS) dedicated cloud contact centre platform known as Amazon Connect.

Amazon Connect utilises technologies including data analytics and machine learning to automate interactions and deliver real-time data for a personalised service. It can also reduce the time it takes to achieve a resolution.

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.”

“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.