Electrolux was able to execute its vision and strategy using Genesys Cloud 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 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