- Vodafone Spain to do deeper dive into customer journeys.
- News fits a trend of Amdocs showcasing its presence across the Group.
Telecoms software and services player Amdocs highlighted that it had secured a contract with Vodafone Spain (VfS), focused on customer experience (CX) improvement. The engagement features a partnership between Amdocs and contact centre solutions provider NICE inContact, providubg VfS with the latter’s CXone unified cloud CX platform. Amdocs is also to supply the OpCo with “digital engagement expertise” to help it bolster CX.
The focus of the project, according to Amdocs, is to enable VfS to better “understand its customers’ journeys across all assisted and unassisted touch‑points of the digital business”, including Facebook and Twitter, in‑app interactions, SMS messaging, the operator’s website, and TOBi, Vodafone’s artificial intelligence-based virtual assistant. As part of this, it referenced plans for “smart, automated journey management”, as well as development of “more relevant predictive care and promotional offers”.
The move evidently forms part of attempts by VfS to improve top‑line performance and broader effectiveness and efficiency, following recent years’ prolonged slump in sales (Vodafonewatch, passim). One of Group Chief Executive Nick Read’s first moves, after taking his new post in 2018, was to initiate a “redesign” of VfS’ cost base, encompassing streamlining the OpCo’s workforce, a pullback from investment in football TV rights, and organisational simplification (Vodafonewatch, #171 and passim).
Recent weeks have seen a string of OpCo engagements flagged by Amdocs, expanding the provider’s already significant presence within Vodafone’s international IT estate. Since October 2019, the vendor has highlighted work with: Safaricom (completion of a revenue assurance upgrade); Vodafone Germany (a seemingly broad “business and IT transformation” project, similar to one at Vodafone Italy); and VodafoneZiggo (Telco Cloud services for enterprise clients — Vodafonewatch, #181 and see separate report).