As one of the world’s largest appliance companies, this company sells approximately 60 million household products in 120 markets every year. When they launched a recent initiative to improve customer communications and the overall customer experience, they knew they needed to move to an omnichannel cloud contact center solution. What they didn’t know at the time is how automated testing and monitoring would help them accelerate and simplify their migration.
During this session, Juliano Tripodi, Agile Delivery Lead, shares how they are migrating all of their European contact centers to Genesys Cloud, how Google AI is playing a key role, and how the Cyara Platform is helping them to:
- Speed up the migration process by reducing regression testing from 2 weeks to automated overnight testing
- Proactively identify and fix cloud migration CX issues that were previously undetected
- Monitor and measure quality of voice and digital channels from the customer perspective to ensure CX is continuously functioning as designed
- Assure the end-to-end customer journey is working flawlessly, from initial customer contact all the way through to the agent
