The new system, as part of the telco's 'One Connect' strategy, will seek to capture tweets and Facebook messages along with more traditional email, voice and SMS-based customer enquiries.

Slated to go live in March, the system will monitor social media as well as contact centre calls, emails to Vodafone Support, and posts Vodafone's Community eForum and route these to the customer service advisor it deems best able to respond.

In doing this, the telco believes it will improve response to customers and reduce the need to transfer calls to different service departments.

The customer service system is based on Alcatel-Lucent Genesys 8.1 customer service technology.

Vodafone in May, opting to drop Unisys in favour of Acision, the same provider VHA partner, Hutchison, uses for its '3' customers.