Anana helped us achieve a 47% year on year improvement in revenue, with fewer agents. A real “more with less” story
Linda Morgan, Executive Head of Division, Vodacom Subscriber Collections
Vodacom needed to replace their outdated collections platform to align themselves with their overall Customer Experience Strategy. Anana migrated the Vodacom to a solution based on the Genesys Outbound Dialer platform, which allows them to blend campaigns across channels (voice, email, web chat, self-service) and dialer modes (preview, progressive and predictive).
Vodacom needed a partner with the ability to deliver complex solutions quickly. Anana’s knowledge of the telecoms sector and proven ability to deliver solutions that increase efficiency and improve effectiveness in short timeframes made us the obvious choice.
Anana architected a solution that not only met Vodacom’s immediate requirements, but also gives them the opportunity to continue to innovate in the collections space. This included the development of a new Process Optimisation module that operates within the Genesys agent desktop driving higher contact rates with subscribers in arrears.
Providing agents with a desktop view of all possible contact methods, allows them to choose the most appropriate way to engage with each customer. It also makes it easier to maintain a single point of contact, increasing efficiency and improving the overall customer experience.
We also created and integrated a 3-tier disposition module that helps agents record accurate call outcomes quickly, and automatically synchronises the campaign manager (Tallyman) with customer records within the CRM system (Siebel).
For large organsations like Vodacom, waiting for IT to make simple configuration changes is a major cause of inefficiency and frustration. Following the introduction of our user-friendly administration interface, Mission Control, Collections Managers can now manage multiple campaigns, change business rules and customer experience parameters, in real time, without any involvement from IT.
Vodacom now have the ability to dynamically blend their inbound collections calls with their outbound campaigns. As the inbound call volumes increase, the outbound dialer slows down maintaining a rapid answer rate for inbound calls.
Contact rates with customers in arrears have significantly improved. And, the company now has a much better insight into how individual agents are performing.
How we delivered this solution
With over 10 years of delivering best-practice customer experience, our solutions have been tried and tested across the industry.
Anana offers expertise and advice based on the very latest industry best practice
Anana are the preferred suppliers of CX innovation for Vodacom. We continue to innovate using their market leading Genesys omnichannel system.
Providing agents with a desktop view of all possible contact methods, allows them to choose the most appropriate way to engage with each customer.
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