Case Study: Vodafone New Zealand achieves faster call handling and scalable growth with Oracle Service Cloud

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

Vodafone New Zealand, a leading telecommunications provider, needed to improve customer experience across three contact centers by enabling faster, multi‑channel responses (voice, email, chat, web), easier mobile access to FAQs and content, and a consolidated knowledgebase to support rapid growth from acquisitions.

By implementing Oracle Cloud CX (Oracle CX Service and Oracle B2C Service) and its Service Cloud features, Vodafone created a single internal and external knowledgebase with guided assistance and integrations across 90+ business processes. The solution cut average call handling time by at least ten seconds per query, increased agent productivity, delivered a seamless omnichannel view of customers, reduced customer effort, and made it easier to scale into new business areas.

Vodafone New Zealand

Mike Hales

Digital Service Manager