PBT Express Freight Network has transformed their contact centre experience by introducing Vodafone Connect, powered by AWS, a cloud-based, customisable and locally supported solution.
"Being cloud-based it gives us the ability to have our agents work remotely, that was huge for us. Secondly, with AI every call shows customer sentiment, so we can see how the call starts and ends - capturing both positive and negative sentiments."
Gary Boxall-Hunt, National Manager -Customer Experience
Identify a customer before the call is answered and
view past interactions across all touchpoints from an
email, online chat or a phone call.
Replacing multiple systems with an all-in-one platform, simplified processes and improved efficiencies.
Improved reporting capabilities resulted in better visibility for the team to understand the best response to a customer's needs.
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