Electrolux was able to execute its vision and strategy using Genesys Cloud CX and Google CC AI. When the company changed their business model to improve end consumer communication, they needed a new Omnichannel Contact Center Solution and a new CX strategy for the 23 countries in which they operate.
Elextrolux has chosen Genesys Cloud CX to replace multiple siloed, legacy, on-prem solutions and start them on their omnichannel journey. Google AI plays a key role in driving self-service with chatbots & voicebots from the outset, and Predictive Engagement is also in play with strong stats from early KPI’s to share.
Speaker: Harald Niels van Driel, Business Transformation Manager Consumer Channels AI, Omnichannel and VOC, Electrolux