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Omnichannel Customer Engagement: From Vision to Results The Vodafone Success Story

Vodafone was servicing 18 million monthly interactions with multiple legacy systems for voice and siloed infrastructure for digital channels. This led to fragmented and frustrating experiences for both agents and customers. This presentation shares the steps Vodafone took to unify operations in one virtual contact center.

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  • phiero21

    Dec. 14, 2016
  • PjeterDoda

    Apr. 16, 2017
  • NtombiKhumalo

    Jun. 27, 2017
  • nandogoliveira

    Oct. 26, 2019

Vodafone was servicing 18 million monthly interactions with multiple legacy systems for voice and siloed infrastructure for digital channels. This led to fragmented and frustrating experiences for both agents and customers. This presentation shares the steps Vodafone took to unify operations in one virtual contact center.

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