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Vodafone upgrading customer service platform

Vodafone is to roll out a new customer service system to help capture the increasing number of social media communications the telco is experiencing with its customer base.

The new system, as part of the telco's 'One Connect' strategy, will seek to capture tweets and Facebook messages along with more traditional email, voice and SMS-based customer enquiries.

Slated to go live in March, the system will monitor social media as well as contact centre calls, emails to Vodafone Support, and posts Vodafone's Community eForum and route these to the customer service advisor it deems best able to respond.

In doing this, the telco believes it will improve response to customers and reduce the need to transfer calls to different service departments.

The customer service system is based on Alcatel-Lucent Genesys 8.1 customer service technology.

Vodafone upgraded its voicemail system in May, opting to drop Unisys in favour of Acision, the same provider VHA partner, Hutchison, uses for its '3' customers.

The upgrade will enable Vodafone to offer new functionality and features to its customers while building in greater capacity to cater for increasing customer demand, a Vodafone spokesperson told Computerworld Australia.

"The new voicemail system uses the latest technology to allow for future development of new voicemail features and products," the spokesperson said.

"It also has greater capacity, giving us the ability to cater for future capacity demands."

In July, Vodafone said it would upgrade its network upgrade in Canberra to enable to delivery of 2G, 3G and 4G technologies from a single base station by mid 2012.

During the month the company also said it had wrapped up a three month network upgrade project involving the installation of new mobile equipment at 49 sites across Newcastle, parts of the Central Coast, and the Hunter.

Earlier in the year, Vodafone signed up Huawai to help it replace all its 2G and 3G radio access equipment across its entire Australian network as part of its major network improvement initiative.


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