How Genesys assisting Vodafone Germany for customer experience

Vodafone Germany is using WhatsApp, SMS and another top business messaging platform supported by Genesys.
Vodafone Germany mobile networkVodafone Germany is using Genesys Messaging enabling 1,500 of the company’s agents to connect with customers on this growing channel, which already averages 300,000 monthly interactions.

WhatsApp is the messaging platform of choice for more than 80 percent of all mobile phone users in Germany. WhatsApp generates about 75 percent of Vodafone Germany’s messaging volume, and Genesys Engage enables it to meet this demand.

“We expect to handle over 600,000 messaging interactions per month by 2020,” said Jorg Knoop, technology digital incubator at Vodafone. “WhatsApp and messaging will be central to our customer communications in the future.”

Vodafone Germany handles all customer service interactions across its channels, including voice, email, chat and messaging, through Genesys Engage, an omnichannel, multi-cloud contact center solution for large businesses.

The integrated offering enables agents to either handle the query in WhatsApp or call the customer with a touch of a button, with the benefit of all conversation history appearing in front of them.

Vodafone Germany’s cable footprint reaches almost 24 million households and it provides a gigabit service to over 11 million of those. It reaches 78 million people and the Vodafone NB-IoT network for the industrial and business sectors is delivering IoT connectivity on 85 percent of Germany’s total area.

Vodafone Germany’s 5G services will be available to around 10 million people by 2020 and to 20 million people by 2021.