Revolutionizing Consumer-Centric Care Centers with Electrolux Group and Genesys Cloud CX

Genesys Cloud CX

Revolutionizing Consumer-Centric Care Centers with Electrolux Group and Genesys Cloud CX

Groundbreaking B2C and D2C Sales Strategy

Electrolux Group, a leading home appliance manufacturer, launched the Consumer Centric Transformation (ConCenT) program to enhance customer engagement and sales through business-to-consumer (B2C) and direct-to-consumer (D2C) channels. By leveraging Genesys Cloud, the company aimed to revamp its contact centers for improved efficiency and innovation, addressing challenges such as outdated technology hindering CRM integration and inconsistent service.

Tightly Orchestrated Digital Journeys

Implementing a cohesive B2C and D2C strategy, Electrolux Group sought a cloud platform like Genesys Cloud to streamline omnichannel routing, AI-driven analytics, and a unified agent desktop. This approach enabled seamless management of interactions across multiple channels, enhanced collaboration among agents, and provided real-time monitoring capabilities for supervisors. Voicebots and chatbots powered by Google Cloud CCAI further optimized customer interactions and reduced call and email traffic by 20%.

Better Support for Agents

Previously challenged by working on disparate systems and relying on manual processes, Electrolux Group's agents now benefit from Genesys Agent Assist, which integrates with SAP C4C and knowledge management systems to provide real-time insights on a single screen. This support equips agents with relevant information during customer interactions, leading to improved efficiency, decreased average handle times, and enhanced customer satisfaction.

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