Case Study: Vodafone Improves Customer Experience with Sabio

Vodafone Improves Its Customer Experience Thanks To Sabio

Vodafone, one of Spain’s leading telecommunications companies, wanted to better understand what its professional and small business customers needed, what they valued most, and where its service was falling short. Working with Sabio, Vodafone used Verint Speech Analytics to listen to customer conversations, build a structured scorecard, and identify opportunities to improve both customer satisfaction and agent performance.

Sabio implemented a complete speech analytics solution integrated into Vodafone’s contact centre, helping teams analyse issues, find root causes, and act on customer feedback more effectively. The project delivered a 27% improvement in Net Promoter Score, a 5% increase in first call resolution, and a 36% reduction in frequency of contacts, showing a clear positive impact on customer experience and service efficiency.

Vodafone

Marcos Rodríguez

Head of Growth Platforms