Vodafone embraces remote customer service with Nuance solutions
Nuance created an intuitive KPI dashboard that enables Vodafone contact centre managers to see key metrics like agent handling times, CSAT scores, and customer queue durations in real-time.
When COVID-19 forced Vodafone’s contact centre agents to work from home as well as 2,500 brick-and-mortar staff to adapt to online customer service, support became a logistical nightmare. Faced with this challenge, Vodafone came to Nuance to explore what was possible.
Senior Partner Delivery Manager