Core development resource to support creation of business portal
Engineering expertise deployed to work alongside Vodafone team
Amazon Connect integration with existing technology
Future-proofed admin platform to support ongoing growth
What you need to know
Vodafone and Apadmi collaborated to create a portal which aggregates and manages services for business clients.
The telecommunications company provides a variety of Managed Services including Networks, Unified Communications and Customer Experience to their largest customers. To support these customers, an administration business portal was required for the range of services.
Apadmi’s initial focus was administration capabilities for CX based upon Amazon’s cloud-based contact centre, Amazon Connect. Apadmi provided an experienced engineering team to support the roll-out of Amazon Connect to an international Utility client for Vodafone.
Front End and Back End development resources worked to create a portal platform which could be scaled up quickly and capable of incorporating further services in the future.
The nature of this project required collaboration with stakeholders across several suppliers and internal functions. The Apadmi team was knowledgeable, efficient and great to work with.
Product Manager Vodafone
How we moved the market
Vodafone Group needed a team rapidly to support existing resources and solve the challenge of rolling out a new CX platform.
Apadmi development and test resources worked across a variety of admin packages including a dashboard for AWS utilisation, identification and verification journeys, call-back feature changes and IVR configuration support.
Within nine months the implementation was complete and fielding 1 million monthly customer calls, with scope to field much greater volumes ongoing.