Vodafone to integrate Twitter to customer service

Vodafone will upgrade from the Genesys 6.5 system on top of a Rockwell PABX system to Genesys 8.1 by March, the company's head of contact centre systems and telephony Lee Challoner-Miles told ZDNet Australia. Challoner-Miles said the upgrade would allow the company's contact centre staff to respond to inquiries from Twitter, Facebook and the company's customer forum, where earlier this was only handled by Vodafone's dedicated social media team.

The universal queue

These inquiries are added to the universal queue, which Genesys at that time prioritises against those taken by phone, email or SMS depending on the nature and the urgency of the inquiry.

While trends towards social media for customer inquires were on the rise, Challoner-Miles said that voice calls were all in all the high portion of the inquiries directed to the telecommunications company.