Video | Agriculture | Confidence | Economy | Energy | Employment | Finance | Media | Property | RBNZ | Science | SOEs | Tax | Technology | Telecoms | Tourism | Transport | Search

 

Vodafone NZ To Roll Out Amazon Connect In Contact Centres To Further Improve Customer Experience

Digital services and connectivity company Vodafone NZ announced today it is the first telecommunications provider in New Zealand to team up with Amazon Web Services (AWS) to implement Amazon Connect, an omnichannel cloud contact centre, to provide a personalised and enhanced customer experience.

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.

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 NZ.

“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. 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.”

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.

“Vodafone NZ is 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,” says Nick Walton, Managing Director for Commercial Sector at AWS in New Zealand.

For more information about Vodafone NZ’s products and services, or for assistance, please visit www.vodafone.co.nz.

© Scoop Media

 
 
 
Business Headlines | Sci-Tech Headlines

 

Stats NZ: Election Boosts October Job Numbers

Job numbers were boosted by general election staff in October 2020, along with rises in the manufacturing, retail, and hospitality industries, Stats NZ said today. Filled jobs rose by 27,667 to 2.2 million in October 2020 compared with September, after ... More>>

Government: New Year Border Exception For Seasonal Workers In The Horticulture And Wine Industries

2000 additional RSE workers to enter New Zealand early next year employers must pay these workers at least $22.10 an hour employers will cover costs of managed isolation for the RSE workers RSE workers will be paid the equivalent of 30 hours work a week ... More>>

ALSO:

Grey Power: Is Disappointed To Learn Of More Bank Closures

Many older people are being left without essential services because of cost cutting and the march of modern technology. It is now expected that most banking transactions can occur via the internet or telephone. Jan Pentecost, President of the Grey Power ... More>>

ALSO:


Media: Discovery, Inc. Completes Acquisition Of New Zealand’s Mediaworks TV Ltd

Auckland, New Zealand, December 1, 2020 - Discovery, Inc. (“Discovery”), the global leader in real-life entertainment, has completed its acquisition of New Zealand’s leading independent free-to-air commercial broadcaster, MediaWorks TV Ltd, now operating ... More>>

Department Of Conservation: Big Year Underway At Albatross Colony

Familiar faces are returning for the new season of Royal Cam, with a big breeding year underway for the toroa/northern royal albatross colony on Otago’s windswept Pukekura/Taiaroa Head. More than 120 albatrosses, a taonga species, have returned ... More>>

Real Estate: ASB Survey Reveals Majority Of Kiwis Expect House Prices To Keep Climbing

ALSO:

House price expectations are soaring as New Zealand’s housing market shifts up a gear. But stretched affordability is putting a dent in perceptions of whether it’s a good time to buy. While Kiwis reveal they do expect interest rates to fall further. ... More>>

Stats NZ: Births And Deaths: Year Ended September 2020

Births and deaths releases provide statistics on the number of births and deaths registered in New Zealand, and selected fertility and mortality rates. Key facts For the year ended September 2020: 57,753 live births and 32,670 deaths ... More>>

ALSO: