Case Study: Vodafone Australia achieves $3M in annual OPEX savings and 5% workforce efficiency with Genesys Engage

Leveraging cloud technology to achieve agility and improve customer satisfaction

Vodafone Australia, a leading telco serving over 22 million customers, moved from an on‑premises Genesys Engage setup after facing long upgrade lead times, low workforce visibility, an inflexible chat platform, no effective speech analytics and complex telephony. The company needed a faster, more agile contact‑center platform to deliver new functionality and improve customer outcomes.

Vodafone completed a full migration of voice (inbound/outbound), chat, email, self‑service, quality monitoring and call recording to cloud‑based Genesys Engage in 10 months, adding Predictive Engagement, workforce management and speech analytics. The switch delivered more than $3 million in annual opex savings, over 5% workforce efficiency gains, improved digital conversion and new revenue from digitally assisted sales, plus real‑time visibility into schedule adherence.

Vodafone

Jarrod Creagh

Head of Workforce Optimization and Care Platforms