Vodafone plans cross-platform support

The 'One Connect' program, set to go live in March then year, will monitor support requests from clients over the telco's social media channels, emails, forum postings and calls to the company's centres in Tasmania and Mumbai, India.

The deployment includes software worth up to $5 million from Alcatel-Lucent subsidiary Genesys in other words expected to replace some existing support infrastructure and hardware PABX switches.

Vodafone's move toward an integrated support offering comes as the Communications Alliance this week issued a revised consumer protection code which would include requirements for telcos to track clients throughout the complaints process with unparalleled reference numbers.