Insights / News / Covisian and Vodafone are awarded the Platinum Customer Experience Award for Best Customer Experience Strategy in TMT
13/06/2024

Covisian and Vodafone are awarded the Platinum Customer Experience Award for Best Customer Experience Strategy in TMT

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Covisian Group, a multinational technology company specializing in innovative customer eXperience solutions, has been awarded, for the fourth consecutive year, the Platinum Customer Experience Award for Best Customer Experience Strategy in TMT (Telecommunications, Media and Technology).

The Platinum Customer Experience Awards, organized by Contact Center Hub, celebrate best practices in customer service and experience within the Spanish business landscape. The “Best TMT Customer Strategy” category highlights organizations that excel in their strategic application of knowledge and creativity in defining and implementing processes that elevate the customer experience in the telecommunications sector.

For the fourth year, Grupo Covisian and Vodafone have been recognized as exemplary models in customer service, both for businesses and individuals, by offering a completely innovative approach in the sector. Both companies provide a personalized and comprehensive customer service, with exceptional quality levels. This is achieved through a unique organization of management teams, specialized according to the needs of the end customer, and an innovative handling of the customer database.

The customer experience model implemented by both companies combines human intelligence with the full potential of Generative Artificial Intelligence. The result is more effective customer service, with a closer, more empathetic, and efficient process. Additionally, the new model has managed to improve Vodafone’s business metrics by at least 18%.

Finally, both companies have transformed an operational model thanks to AI that helps analyze data and suggest enhanced actions during real-time interactions to agents, improving business indicators such as churn, NPS (Net Promoter Score), FCR (First Contact Resolution), and ARPU (Average Revenue Per User).

According to César López, CEO of Grupo Covisian in Spain and Latam, “After 25 years of experience, the integration of our proprietary technology with Vodafone’s has allowed us to achieve a model that was previously non-existent in the sector. Not only do we improve our client’s business KPIs, but by integrating generative AI with the work of our people, we place them at the center of every interaction and resolution, making life easier for people,” confirms César López.

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