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Genesys Cloud CX success case: Nestle created a new customer experience.

Genesys Cloud CX success case: Nestle created a new customer experience.

April 4, 2024
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Author: Big Y

Table of Contents

H2: Introduction

- Brief overview of the article

H2: NLE's Call Center Footprint

- Explanation of NLE's call center operations

- Discussion of the challenges faced due to telecom regulations in certain countries

- Comparison of different call center solutions

H2: Choosing Genesis

- Reasons for choosing Genesis as the call center solution

- Benefits of using Genesis, including stability and centralized operations

H2: Cloud Capabilities

- Discussion of the advantages of using a cloud-based solution

- Comparison of on-premises and cloud-based solutions

- Explanation of the latest capabilities available on the market

H2: Customer Experience

- Importance of customer experience in call center operations

- Discussion of how cloud-based solutions can improve customer experience

- Explanation of how data analysis can help improve customer experience

H2: Pros and Cons

- Pros and cons of using a cloud-based call center solution

H2: Conclusion

- Summary of the article

- Final thoughts on the topic

NLE's Call Center Footprint

NLE, a company with a large call center footprint, faces many challenges due to telecom regulations in certain countries. These regulations make it difficult to connect with customers in those countries, and some call center solutions are unable to deliver in those areas due to their architecture and dependencies.

When comparing different call center solutions, NLE found that Genesis was able to connect in a different way, using different designs and telephony strategies. This made NLE more comfortable in choosing Genesis as their call center solution, as it was able to provide support no matter which country they had to implement a call center in.

Before using Genesis, NLE was using two different on-premises solutions, one based on Cisco PCC and another on top of Skype. However, these solutions caused a lot of issues and disruptions in support and operations. Moving to Genesis provided the first benefit of stability, as the cloud-based solution was able to provide more stability into the systems and allow NLE to take calls and provide support.

Choosing Genesis

One of the main reasons NLE chose Genesis as their call center solution was due to its stability and centralized operations. By centralizing all contact centers in one single solution and one single tenant, NLE was able to provide a consistent experience for all customers, no matter which business they were from.

Another benefit of using Genesis was its cloud capabilities. Compared to on-premises solutions, cloud-based solutions provide more flexibility and scalability, allowing NLE to easily enable new features and capabilities through licenses. Genesis also provides the latest capabilities available on the market, and is very supportive in helping NLE move away from legacy solutions.

Cloud Capabilities

Using a cloud-based call center solution provides many advantages over on-premises solutions. Cloud-based solutions are more flexible and scalable, allowing for easier integration and customization. They also provide the latest capabilities available on the market, and are updated regularly with new features and updates.

Compared to on-premises solutions, cloud-based solutions require less technical work to enable new features and capabilities. This is because the capabilities are already available in the cloud, and can be easily enabled through licenses. This allows NLE to focus on providing better customer experience, rather than spending time and effort on technical work.

Customer Experience

Customer experience is a crucial aspect of call center operations, and cloud-based solutions can help improve it in many ways. By using data analysis, NLE can better understand their customers and make changes to improve their experience. Cloud-based solutions also provide more flexibility and scalability, allowing NLE to quickly adapt to changing customer needs.

Pros and Cons

Using a cloud-based call center solution has its pros and cons. Some of the pros include increased flexibility and scalability, the latest capabilities available on the market, and easier integration and customization. However, some of the cons include potential security risks and the need for a reliable internet connection.

Conclusion

In conclusion, NLE's experience with Genesis as their call center solution has been positive, providing stability, centralized operations, and cloud capabilities. Cloud-based solutions provide many advantages over on-premises solutions, including increased flexibility and scalability, and the latest capabilities available on the market. While there are some potential cons to using a cloud-based solution, the benefits outweigh the risks. By using data analysis and focusing on customer experience, NLE can continue to improve their call center operations and provide better support to their customers.

Highlights

- NLE faced challenges due to telecom regulations in certain countries

- Genesis provided stability and centralized operations for NLE's call center operations

- Cloud-based solutions provide more flexibility and scalability, and the latest capabilities available on the market

- Customer experience is a crucial aspect of call center operations, and cloud-based solutions can help improve it in many ways

FAQ

Q: What are the benefits of using a cloud-based call center solution?

A: Cloud-based solutions provide more flexibility and scalability, the latest capabilities available on the market, and easier integration and customization.

Q: What are the potential cons of using a cloud-based call center solution?

A: Potential cons include security risks and the need for a reliable internet connection.

Q: How can cloud-based solutions improve customer experience?

A: By using data analysis, cloud-based solutions can help companies better understand their customers and make changes to improve their experience. Cloud-based solutions also provide more flexibility and scalability, allowing companies to quickly adapt to changing customer needs.

Q: What is the importance of customer experience in call center operations?

A: Customer experience is a crucial aspect of call center operations, as it can greatly impact customer satisfaction and loyalty. By focusing on customer experience, companies can improve their reputation and increase customer retention.

Q: How can companies improve their call center operations?

A: Companies can improve their call center operations by using a cloud-based solution, focusing on customer experience, and using data analysis to better understand their customers.

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