Case Study: Vodacom achieves scalable, integrated social media customer service with Genesys Social Engagement

Vodacom Uses Genesys Social Engagement to Manage Growing Social Media Presence

Vodacom, South Africa’s largest mobile provider with a leading social following, faced a scaling challenge as rapid growth in Twitter and Facebook posts created more customer-service requests than its marketing and support teams could manually route and track. The company needed to integrate social channels with its contact-center processes, reporting and skills-based routing to avoid missed interactions and meet SLAs.

Working with Dimension Data, Vodacom implemented Genesys Social Engagement integrated with its Genesys CIM platform to analyze and auto-route social interactions into a unified queue and agent desktop. The solution delivered real-time cross-channel visibility, faster and more consistent responses by blended agents, better scalability and customer experience, plus reduced inbound calls; Vodacom is now extending integration into CRM for deeper customer records.

Vodacom

Eben Dreyer

Solution Development Manager, Vodacom