Case Study: Vodafone achieves seamless customer experience with Fusion5 and Oracle Service Cloud

Vodafone delivering seamless customer experience with Oracle Service Cloud

Vodafone New Zealand needed to improve customer experience and agent productivity across three contact centers while consolidating multiple knowledge sources and supporting rapid growth. The company wanted to help agents respond faster across voice, email, chat, and web, and give customers easier access to FAQs and account information using Oracle Service Cloud.

Fusion5 implemented Oracle Service Cloud to unify Vodafone’s knowledgebase, connect more than 90 business processes, and provide guided assistance and self-service support. As a result, Vodafone reduced average call handling time by at least 10 seconds per query, improved first-contact resolution, lowered customer effort, and enhanced service quality across channels.

Vodafone

Mike Hales

Digital Service Manager