Alcatel Genesys Instruction Manual

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 NewsRelease
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VodacomSouthAfricaCustomerServiceGoesSocial
withGenesys
Forthefirsttime,Vodacomcustomerserviceagentswillbeabletoseamlesslyswitchfromsocialmedia
interactionstoanothermodeofcontactwithoutlosingcontextordata
DALYCITY,Calif.–March13,2012
NewsFacts:
•Vodacom,thelargestmobilecommunicationsproviderinSouthAfrica,willbedeploying
GenesysSocialEngagementtoautomateandintegratesocialmediainteractionswithcustomers
throughouttheircontactcenterandcustomerserviceoperations.Vodacomisoneofthefirst
companiestodeploytheGenesysSocialEngagementsolution.
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•VodacomhasbeenusingtheGenesysCustomerInteractionManagement(CIM)platformto
handleitsmorethan16millioncallspermonth.Blendede‐servicesagentswithinthecontact
centershandlenon‐voiceinteractionssuchaschat,SMS,webcall‐backandemail.After
experiencingmajorsuccesswithitssocialmediapresence–Vodacomhasthelargestsocial
mediafollowingamongSouthAfricancompanies—itdetermineditneededtomoreeffectively
handlethegrowingnumberofpostingsthatrequiredresponsesfromtheVodacomcustomer
supportteam.Todate,ithadbeenusingamanualapproachtohandlingsocialmediaqueries.
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•GenesysSocialEngagementletsVodacomagentsuseexistingrouting,reportingandagent
desktoptechnologiestohandlesocialmediaaspartofacross‐channelcustomerservice
strategybuiltarounddrivingcustomerconversations.GenesysSocialEngagementsupports
TwitterandFacebook,whichareVodacom'sprimarysocialmediachannels.
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•TheautomatedcapabilitiesoftheGenesysSocialEngagementPlatformmakeiteasierfor
Vodacomtoscalewhencustomerinteractionsareheavy.Italsoallowscustomersandagentsto
seamlesslyswitchfromonemodeofcontacttoanother;ifaninteractionbeginsonasocial
mediachannel,agentscanofferwebcall‐backoremailtodealdirectlywiththecustomer,
withoutlosingcontextordata.
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•Vodacomcontactcenteragentsusethesameinterfaceforsocialmediainteractionsastheydo
foremail,chat,andothersupportfunctions.
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•Vodacomworkedwithitspartner,DimensionData,inSouthAfricatodefineproject
requirementsandimplementGenesysSocialEngagementwithintheGroup.
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AboutGenesysSocialEngagement:
GenesysSocialEngagementanalyzessocialmediainteractionsandappliesintelligentcustomerrouting
andbusinessrulestoaligninteractionswiththerightresourcesinthecontactcenter,marketing,or
othergroups.Integratedreportingisdesignedtodeliverinsightintobusinessoutcomesand
effectiveness.
SupportingQuotes:
“Withacorporatemissionof‘makingeverycustomersmile,’ourgoalistoberesponsive.Ultimately,
socialmediaisjustanotherchannelforourcustomerstogetholdofus,”saidEbenDreyer,solution
developmentmanager,Vodacom.“ByintegratingtheGenesysSocialEngagementsolutionwithinour
existingGenesyssystemwecaneffectivelyhandlethegrowingnumbersofsocialmediaqueries.A
postingonawebsitemaybeonlypartofaninteractionacustomermaybehavingwithus,soitis
importantthatwehaveahighlyintegratedapproachthatallowsustouniformlyhandleallinteractions.”
“Socialmediahaschangedthewayweinteractwithourcolleagues,family,andfriends,andit’snow
transformingcustomerservice,”saidPaulSegre,PresidentandCEO,Genesys.“Vodacomrecognizesthe
valueofdeliveringcross‐channelcustomerconversation.WearepleasedthattheyhavechosenGenesys
SocialEngagementtohelpintegratetheirFacebookandTwitterchannelsintotheiroverallcustomer
experience.”
SupportingResources:
www.genesyslab.com/newgenesys
www.vodacom.co.za/personal/main/home/
http://www.genesyslab.com/?product=SocialEngagement&page=overview
AboutGenesys:
Genesysistheworld’sleadingproviderofcustomerserviceandcontactcentersoftwareandservices—
witha100%focusoncustomerexperienceandmissiontosavetheworldfrombadcustomerservice.
Withmorethan2,000customersin80countries,Genesysisuniquelypositionedtohelpcompanies
bringtheirpeople,insightsandcustomerchannelstogethertodrivetoday’snewcustomer
conversation.Genesyssoftwaredirectsmorethan100millioninteractionseverydayfromthecontact
centertothebackoffice,helpingcompaniesdeliverfast,simpleserviceandahighlypersonalizedcross‐
channelcustomerexperience.Genesyssoftwarealsooptimizesprocessesandtheperformanceof
customer‐facingemployeesacrosstheenterprise.
www.genesyslab.com
JointheConversation:     