Fonetic wins best Customer engagement project with VoiceBot.

Last night saw the 10th annual celebration of the Platinum Contact Centre Awards, one of the most acknowledged and prestigious awards in the Customer Experience sector. Fonetic, alongside their client Vodafone, were presented the award for Best Project for Customer Experience, under the category Industry Innovation Excellence. This year marks the 1st year in which the award has been give to a virtual assistant. Fonetic was one of 18 companies awarded for their excellence and their contribution to the industry.

The project VoiceBot was designed and developed for Vodafone to increase customer satisfaction across their mobile services. Since its inception, Fonetic VoiceBot has used four personalities in total and attended up to 90 million customer requests. During this time the project was able to significantly increase customer satisfaction and greatly improving their Net Promoter Score (NPS). The technology implemented has given a radically new levels of self-sufficiency, with the majority of queries being resolved within the intervention of an agent.

Fonetic was proud to accept the award with their client Vodafone. To accept the award on was Head of CX Delivery, Victor Aguado and Fernando Zaballos, Scrum Master at Vodafone. Also representing Vodafone was Voice BOT Manager, Ruth Martín and Esther Colmenarejo, Head of Digital Care.

If you would like to know more about the winning project or other technology Fonetic provides, please get in touch with us for more information.


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