Customer interview

Coca-Cola Bottlers’ Sales and Services

Hear how a migration helped the company achieve savings and operation improvements

Coca-Cola Bottlers’ Sales and Services (CCBSS) supports operations for its bottler owners, as well as bottler-owned production cooperatives, Coca-Cola North America and other participating beverage partners across the Coca-Cola system.

CCBSS migrated from the Genesys PureConnect® application to the Genesys CloudTM platform to achieve cost savings, reduce system administration efforts, improve the employee experience and more.

Customer story highlights

  • Saved $1 million with a 12% uplift in fix rates from video chat
  • Over 80% of CCBSS calls are correctly identified and routed by AI
  • Achieved a 50% TCO savings
  • Increased outbound efficiency
  • Using workforce engagement management to improve the employee experience