Case Study: Vodafone Oman transforms customer experience with Genesys Cloud CX

Vodafone boosts digital interactions to 70% with Genesys

Vodafone Oman, a telecommunications company, entered a competitive market and needed to differentiate itself through superior customer experience. Their challenges included slow innovation due to an indirect vendor model, manual workforce planning, rising customer expectations for digital engagement, and an inability to scale key channels like WhatsApp. To overcome this, they partnered with vendor Genesys and implemented the Genesys Cloud CX platform.

The Genesys solution enabled a digital-first transformation, shifting 70% of customer interactions to digital channels and introducing live WhatsApp support. Genesys provided AI, automation and workforce engagement management tools to streamline operations. This resulted in Vodafone Oman achieving a sales conversion rate of over 15% through new telesales programs and earning the number one Net Promoter Score (NPS) in the Oman telecoms market.

Vodafone