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Vodacom Partners with Genesys for Social Media Interactions with Customers
[March 16, 2012]

Vodacom Partners with Genesys for Social Media Interactions with Customers

Contributing Writer
Vodacom (News - Alert), a mobile telecommunications company headquartered in Johannesburg, South Africa, has chosen to use the Genesys (News - Alert) Social Engagement Customer Interaction Management (CIM) platform 8.0 to automate and integrate social media interactions and to handle non-voice interactions, like chats, SMSs, web-calls and emails; all so that Vodacom can effectively handle the growing number of social media queries sent to customers.

Vodacom partnering with Genesys will not only improve operational efficiency for Vodacom but it will essentially let Vodacom handle social media as part of a cross-channel customer service.
Integrating the Genesys Social Engagement solution can allow Vodacom to "uniformly handle all interactions," says Eben Dreyer, the solution development manager of Vodacom. He said the automated capabilities of Genesys' Platform will allow interaction directly with customers when the workload comes too heavy for Vodacom to execute on their own. As well, it will "help integrate their Facebook (News - Alert) and Twitter channels" to provide a more appealing customer experience.

With Genesys Social Engagement services, Vodacom will be able to optimize processes and their performance, as well as maximize the value of customer engagement. It is surely a solution that will allow Vodacom to take full advantage of all possible channels to meet the customers' needs.
Partnering with Genesys, a global provider of customer service solutions, to conduct business interactions, comes at no better time for Vodacom, which is co-owned with UK phone firm Vodafone (News - Alert), to change the way it serves customers by tapping the potential of social media. Vodacom will use the Genesys Conversation Manager software to deliver cross-channel solutions to meet Vodacom's expectations to integrate a social media infrastructure for their Facebook and Twitter (News - Alert) channels.
Not only will the Genesys Social Engagement platform offer better services, in real-time, to Vodacom's customers across preferred channels, but it will also enhance the overall customer experience receiving more comprehensive and reliable coverage. Vodacom is confident they will still see revenue growth in data traffic and will have the multi-channel conversation management solution needed to make it easier for customers to reach out to the provider by simply exploiting primary social media channels, like Facebook and Twitter.
This partnership provides a legacy system that, by delivering cross-channel customer interactions, will become essential in Vodacom's quality of management strategy.

Edited by Jennifer Russell

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