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Genesys Cloud CX

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Revolutionizing Customer Experience: Genesys Cloud CX Case Study with Coca-Cola Bottlers’ Sales and Services

Enhanced Customer Experience with Advanced AI Technology

Coca-Cola Bottlers’ Sales and Services has transformed customer interactions by leveraging Genesys Cloud CX to correctly identify and route over 80% of calls using AI-powered voicebots. This not only ensures efficient handling of customer queries but also leads to a staggering 50% savings in total cost of ownership (TCO). The advanced integration possibilities offered by Genesys Cloud CX enable seamless communication channels, enhancing overall customer experience.

Significant Cost Savings and Efficiency Improvements

The implementation of Genesys Cloud CX resulted in tangible benefits for Coca-Cola Bottlers’ Sales and Services, including a remarkable $1 million savings on technician site visits. Additionally, with a 12% uplift in fix rates from video chat support, the organization has achieved significant operational efficiencies. Furthermore, the adoption of voicebots is projected to save $20,000 by the end of the year, showcasing the substantial return on investment.

Empowering Remote Work and CX Innovation

Genesys Cloud CX has empowered Coca-Cola Bottlers’ Sales and Services to accelerate CX innovation and enable remote working, particularly crucial during the pandemic. The shift to a cloud-native architecture facilitated seamless scalability and flexibility, allowing for agile operations without incurring additional costs. Through workforce engagement features and regular updates, the organization has improved employee experience and fostered a culture of continuous innovation.

Driving Operational Efficiency and Integration

By tightly integrating Genesys Cloud CX with Salesforce, Coca-Cola Bottlers’ Sales and Services has unlocked new levels of operational efficiency. The integration streamlines self-service options, enhances agent-led interactions, and enables secure credit card payments over the phone. Moreover, the adoption of Mindful Feedback for post-interaction surveys has provided valuable insights across multiple communication channels, resulting in a more holistic view of customer feedback.

Transformative Workforce Management and Analytics

The deployment of Genesys Workforce Engagement Management has revolutionized workforce management for Coca-Cola Bottlers’ Sales and Services. Agents benefit from real-time performance insights, personalized feedback, and streamlined administrative processes. With speech and text analytics, the organization gains valuable insights into customer interactions, enabling targeted improvements and reduced customer touches and transfers.

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