Case Study: Vodafone reduces call handling time with Oracle Service Cloud

Vodafone New Zealand Reduces Average Call Handling Time, Delivers Seamless Customer Experience, and Supports Rapid Business Growth

Vodafone New Zealand Ltd., a telecommunications company serving 2.3 million customers in New Zealand, needed to improve customer service across three contact centers while supporting rapid business growth. The company wanted agents to respond more quickly across voice, email, chat, and website channels, and to consolidate a disparate knowledgebase into a single platform. Vodafone worked with Oracle Service Cloud.

Using Oracle Service Cloud, Vodafone unified knowledge into one internal system, connected more than 90 business processes, and gave agents a comprehensive view of customer interactions across channels. The result was at least ten seconds reduced from average call handling time per query, improved agent productivity, and a seamless customer experience across products and services; customers also found FAQ content and account information more easily through the MyVodafone mobile app.

Vodafone

Mike Hales

Digital Service Manager