How Vodafone NZ transformed their customer experience using AWS
summary
Vodafone NZ rebuilds its contact centre on Amazon Connect with Lex, Lambda, DynamoDB, Snowflake, Contact Lens and partner Local Measure, migrating all voice lines by 2023 and launching a chat desktop in two weeks. Outcomes: one unified contact flow (from 81,000 paths to one unified contact flow with 10 reusable modules and 200 queues), 490,000 fewer calls, $2M cost reduction and $41k/month telephony savings, first‑call resolution +10%, NPS +7 and 40% self-service success by end‑2020.
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chapters (14)
- 0:00Introduction and speakers
- 1:19Legacy contact center challenges
- 4:43Working Backwards process
- 6:52Amazon Connect core capabilities
- 8:21Simplifying 660 toll-free numbers
- 10:55COVID pivot to chat and automation
- 13:40Introducing tenets for decision-making
- 15:46Voice migration and data pipeline
- 17:53Expanding to omnichannel in 2023
- 20:18Results and cost savings achieved
- 22:02Post-migration evolution and growth
- 24:37Team structure and future plans
- 26:49Key transformation takeaways
- 28:57Closing and resources
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