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Vodafone Greece

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Project details
Launch: 2010
Traffic: More than 7,000,000 calls/year.
Short description: Vodafone Greece was the first flagship launch of Omilia Technology in year 2010 and a landmark for NLU technology, since it was there that Omilia’s Dialogue Manager vas used for the first time. Since then the portal has successfully serviced millions of customer every year, and has received the BITE AWARD for innovation in customer service.
“The DiaManT platform has allowed much friendlier self-service of customers, with benefits seen around first call resolution (in sending the customer to the right person the first time), reduction of internal call transfers, adoption of automated services within the IVR environment and improving customer IVR experience. The use of open language model has opened up capabilities that traditional DTMF environments restrict.”
Angela Sotos
Customer Relations Analyst | Vodafone GR

Technology
IVR: Genesys Voice Portal v7.6
PBX: Ericsson
ASR: Omilia omASR v3
NLU & DM platform: Omilia DiaManT v7
CTI: Genesys
CRM: Oracle Siebel
Service categories recognised:
More than 250 domain-specific (MNOs) requests like balance, billing issues, activate digital services(CLIRS, CLIPS), troubleshooting, informations on promos etc.
Awards:
BITE Award for Excellence
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