Customer interview

Electrolux

Learn how Electrolux transformed its customer experience strategy with Genesys

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Electrolux to transform its contact centers into care centers. This change reflected a shift in the company’s business model with the ultimate goal of getting closer to the end consumer. The company knew this move would require a new IT infrastructure and a new customer experience strategy.

Electrolux started on its omnichannel journey by replacing multiple legacy on-premises solutions with the Genesys Cloud™ platform. Now the company leverages Genesys Predictive Engagement, Google Cloud and an SAP integration.

This bold transformation led to improvements in first-contact rate, Net Promoter Scores and employee satisfaction.

Customer story highlights

56-second reduction in average handle time
Over 75% intent recognition using bots
45-second reduction in wait time and significantly reduced customer effort
Accelerated rollout of online stores

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Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.