Quenching the thirst for innovation
Coca-Cola Bottlers' Sales and Services has improved the customer experience while saving costs and IT effort by switching to the Genesys Cloud platform. Over 80% of calls are now correctly identified and routed by voicebots. In addition, the shared services organization benefits from highly efficient workforce engagement management and video chat. Results include a 12% increase in fault resolution rates, $1 million savings in technician visits and 50% savings in total cost of ownership (TCO).
Digital quality management – Contact management
Anbieter: Genesys
Lösung/Produkt: Genesys Cloud CX WEM
Coca-Cola Bottlers’ Sales and Services sought to optimize its contact centers and improve the customer experience by moving to a more agile, cloud-native architecture while achieving cost savings.
Challenge
- Improving business continuity planning and digital innovation: Identifying opportunities to improve operations and introduce digital innovations.
- More efficient handling of high call volumes: Optimization of call handling and routing through the use of AI technologies.
Benefit
- Over 80% correct call identification and routing through AI
- 50% savings in total cost of ownership and enhanced integration capabilities
- 1 million USD savings and 12% improvement in repair rates through video chat
- 5,000 USD savings from voicebots, expected to increase to 20,000 USD
- Increased outbound efficiency
- Improved employee experience through workforce engagement features
Solution
- Inbound
- Outbound
- Messaging
- Chatprotokoll
- Chatbot
- Social Media
- Self-Service and Automation
- Integration