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Twilio > 实例探究 > Twilio Flex 和 CloudWave 帮助伊莱克斯实现 30% 的电信成本降低并提高客户参与度
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Twilio Flex and CloudWave's Role in Electrolux's Digital Transformation and Customer Engagement

技术
  • 平台即服务 (PaaS) - 应用开发平台
适用行业
  • 零售
  • 电信
适用功能
  • 维护
  • 销售与市场营销
用例
  • 库存管理
  • 时间敏感网络
服务
  • 云规划/设计/实施服务
  • 系统集成
挑战
去年的全球大流行导致伊莱克斯迅速转型并实施远程工作设置。他们的联络中心无法支持远程工作,因此他们向 Twilio 寻求解决方案。
关于客户
伊莱克斯是全球家用和厨房电器领域的领导者,每年在 150 多个市场销售超过 6000 万件产品。他们从事零售和电子商务行业,是一家企业规模的公司。
解决方案
伊莱克斯实施了 Twilio Flex(一个可编程联络中心平台),以保持其联络中心的“开放”并实现远程工作。他们还与 CloudWave 合作集成解决方案并确保满足他们的特定需求。
运营影响
  • The implementation of Twilio Flex and CloudWave's solution transformed Electrolux's contact center operations. The transition from a traditional, on-premise contact center to a cloud contact center was seamless with zero downtime. The solution also allowed Electrolux to integrate their customer data platform with their communications platform, providing a more streamlined view of the various systems. This meant that agents could now quickly access all the necessary and relevant customer information from one single dashboard versus having to switch between screens or other user-interfaces. The solution also enabled agents to send information via SMS to a consumer while remaining engaged with them on the phone, leading to a better customer experience. The company is now exploring the use of AI as a potential new communications channel for consumers who prefer the self-service route and plans to leverage their capabilities to enable channels such as WhatsApp, Facebook Messenger, and LINE for real-time language translation.
数量效益
  • Achieved a 99.9% uptime for Electrolux’s contact center
  • Enabled the contact center to service 20-30% more calls
  • Conducted better quality conversations while resolving customers’ inquiries in less time

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