Alcatel Genesys News Release

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NewsRelease

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VodacomSouthAfricaCustomerServiceGoesSocial

withGenesys

Forthefirsttime,Vodacomcustomerserviceagentswillbeabletoseamlesslyswitchfromsocialmedia

interactionstoanothermodeofcontactwithoutlosingcontextordata

DALYCITY,Calif.–March13,2012

NewsFacts:

• Vodacom,thelargestmobilecommunicationsproviderinSouthAfrica,willbedeploying

GenesysSocialEngagementtoautomateandintegratesocialmediainteractionswithcustomers

throughouttheircontactcenterandcustomerserviceoperations.Vodacomisoneofthefirst

companiestodeploytheGenesysSocialEngagementsolution.

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• Vodacomhas

beenusingtheGenesysCustomerInteractionManagement(CIM)platformto

handleitsmorethan16millioncallspermonth.Blendede‐servicesagentswithinthecontact

centershandlenon‐voiceinteractionssuchaschat,SMS,webcall‐backandemail.After

experiencingmajorsuccesswithitssocialmediapresence–Vodacomhasthe

largestsocial

mediafollowingamongSouthAfricancompanies—itdetermineditneededtomoreeffectively

handlethegrowingnumberofpostingsthatrequiredresponsesfromtheVoda comcustomer

supportteam.Todate,ithadbeenusingamanualapproachtohandlingsocialmediaqueries.

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• GenesysSocialEngagementletsVodacomagents

useexistingrouting,reportingandagent

desktoptechnologiestohandlesocialmediaaspartofacross‐channelcustomerservice

strategybuiltarounddrivingcustomerconversations.GenesysSocialEngagementsupports

TwitterandFacebook,whichareVodacom'sprimarysocialmediachannels.

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• TheautomatedcapabilitiesoftheGenesysSocialEngagementPlatform

makeiteasierfor

Vodacomtoscalewhencustomerinteractionsareheavy.Italsoallowscustomersandagentsto

seamlesslyswitchfromonemodeofcontacttoanother;ifaninteractionbeginsonasocial

mediachannel,agentscanofferwebcall‐backoremailtodealdirectlywiththe

customer,

withoutlosingcontextordata.

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• Vodacomcontactcenteragentsusethesameinterfa ceforsocialmediainteractionsastheydo

foremail,chat,andothersupportfunctions.

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• Vodacomworkedwithitspartner,DimensionData,inSouthAfricatodefineproject

requirementsandimplementGenesysSocialEngagementwithin

theGroup.

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AboutGenesysSocialEngagement:

GenesysSocialEngagementanalyzessocialmediainteractionsandappliesintelligentcustomerrouting

andbusinessrulestoaligninteractionswiththerightresourcesinthecontactcenter,marketing,or

othergroups.Integratedreportingisdesignedtodeliverinsightintobusinessoutcomesand

effectiveness.

SupportingQuotes:

“Withacorporatemissionof‘makingeverycustomersmile,’ourgoalistoberesponsive.Ultimately,

socialmediaisjustanotherchannelforourcustomerstogetholdofus,”saidEbenDreyer,solution

developmentmanager,Vodacom.“ByintegratingtheGenesysSocialEngagementsolutionwithinour

existingGenesyssystemwecan

effectivelyhandlethegrowing numbersofsocialmediaqueries.A

postingonawebsitemaybeonlypartofaninteractionacustomermaybehavingwithus,soitis

importantthatwehaveahighlyintegratedapproach thatallows ustouniformlyhandleallinteractions.”

“Socialmediahas

changedthewayweinteractwithourcolleagues,family,andfriends,andit’snow

transformingcustomerservice,”saidPaulSegre,PresidentandCEO,Genesys.“Vodacomrecognizesthe

valueofdeliveringcross‐channelcustomerconversation.WearepleasedthattheyhavechosenGenesys

SocialEngagementtohelpintegratetheirFacebookand

Twitterchannelsintotheiroverallcustomer

experience.”

SupportingResources:

www.genesyslab.com/newgenesys

www.vodacom.co.za/personal/main/home/

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http://www.genesyslab.com/?product=SocialEngagement&page=overview

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AboutGenesys:

Genesysistheworld’sleadingproviderofcustomerserviceandcontactcentersoftwareandservices—

witha100%focusoncustomerexperienceandmissiontosavetheworldfrombadcustomerservice.

Withmorethan2,000customersin80countries,Genesysisuniquelypositionedtohelpcompanies

bringtheirpeople,

insightsandcustomerchannelstogethertodrivetoday’snewcustomer

conversation.Genesyssoftwaredirectsmorethan100millioninteractionseverydayfromthecontact

centertothebackoffice,helpingcompaniesdeliverfast,simpleserviceandahighlypersonalizedcross‐

channelcustomerexperience.Genesyssoftwarealsooptimizesprocessesandthe

performanceof

customer‐facingemployeesacrosstheenterprise.

www.genesyslab.com

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Alcatel Genesys News Release

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