Vodafone Spain selects Amdocs’ unified digital engagement capabilities

Via Amdocs

Feb 6, 2020

Amdocs (NASDAQ: DOX), a leading provider of software and services to communications and media companies, today announced that Vodafone Spain will use Amdocs’ digital engagement capabilities to unify its customer journeys across multiple online channels for quick and more personalized experiences. Through this project, Amdocs has enabled Vodafone Spain to understand its customer journeys across all assisted and unassisted touch-points of the digital business, including SMS, Facebook, Twitter, website and in-app interactions.

By partnering with Amdocs and NICE inContact, Vodafone Spain can now better understand its customers and the context of all interactions. This enables them to grow care-to-commerce revenue by making more relevant predictive care and promotional offers to customers, including integration with TOBi, Vodafone’s virtual assistant based on Artificial Intelligence. Vodafone Spain’s new customer engagement layer powered by Amdocs extends the ongoing collaboration between the two companies.

Pedro García Navarro, HO. Tribe IT Digital Software Engineering at Vodafone Spain, said that: “As part of our digital-first strategy, we needed a platform that would enhance the customer journey, improve the efficiency of our customer service agents and be scalable. An important part of this project was to unify all of our digital communications within a short space of time. Partnering with Amdocs and NICE inContact has enabled us to integrate all of our digital channels so that we can provide a more consistent level of customer care based on our now more comprehensive knowledge of the customer’s journey across the entire digital ecosystem.”

Gary Miles, chief marketing officer, at Amdocs, said that: “More and more service providers are rolling out digital-centric self-care based on intuitive solutions for enhanced customer interactions and smart journeys. Working hand-in-hand with Vodafone Spain, we were delighted to be able to deploy this solution in a swift time-frame and enable them to achieve immediate business value.”

Paul Jarman, NICE inContact CEO, said: “Over the past eight years we have seen that consumers increasingly want to use modern digital channels, such as Facebook or mobile apps to engage with brands. With Amdocs, we have built a close integration layer, that enables brands to provide seamless digital-first omnichannel experiences and improve overall productivity.”

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