Case Study: Vodafone Greece boosts customer satisfaction and productivity with Genesys Customer Experience Platform

Mobile Service Provider Increases Success With Customer Segmentation

Vodafone Greece, the country’s second-largest mobile operator and part of Vodafone Group, set customer service as a strategic priority but was constrained by legacy call-center technology. The old systems prevented agent flexibility, intelligent routing, customer segmentation and integration with investments in Siebel CRM and SAP, limiting multi-channel service and efficient handling of high-value customers.

By deploying the Genesys Customer Experience Platform—IVR self-service, speech recognition, Preferred Agent routing, proactive outbound communications, workforce optimization and contact center virtualization—Vodafone integrated CRM/ERP data, automated routine interactions (20% of calls handled by self-service) and enabled blended agents (55% operating in blended mode). Results included improved overall NPS from 39 to 47, a more than 20-point higher NPS for prioritized high-value customers after contact, better productivity, seamless failover and cost-effective integration with Siebel and SAP.

Vodafone

Velanas Theodoros

Call Centre Supervisor, Vodafone Greece