Case Study: Vodafone D2 GmbH achieves faster service and lower costs with Genesys

Improving Speed of Service Yields Big Results for Vodafone D2 GmbH

Vodafone D2 GmbH, a major German mobile provider serving 38 million customers and handling about 2.7 million calls per month, faced mounting pressure from legacy systems, rising outsourcing costs and long wait times that hurt customer satisfaction. The company needed faster, more personalized service, reliable multi-dimensional routing across European sites, and better control of outsourced call handling.

Vodafone implemented a Genesys SIP‑based contact center (IVR, CRM integration, skills- and cost‑based routing, intelligent queues, Info Mart) across multiple locations in under a year, with role‑specific training. The upgrade cut average speed‑of‑answer by 30 seconds, improved personalization and agent routing, reduced OPEX through cost‑based routing and per‑second partner billing, and delivered greater scalability and control of outsourced operations.

Vodafone

Thomas Henkel

Department Head, Contact Center Operations, Vodafone