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The Challenge
An overarching business goal for Electrolux was to expand their operations into Asia-Pacific - specifically, developing countries in the region.
The existing contact centre technology comprised of bespoke key systems and largely on premise Avaya systems of varying versions and age. This resulted in multiple tools and data sources that were not in support of each other. This complex set up needed on site local technicians to regularly update and maintain the disparate systems.
The Solution
Electrolux were looking for a partner that understood their vision for the future, and could help them find the appropriate solution to simplify communication functions between clients to ensure fast and efficient engagement with customers at every interaction.
Cloudwave suggested Electrolux implement Twilio Flex, a cloud-based contact centre that is built on top of Twilio's cloud communications platform. This enabled the smooth transition from a traditional, on premise contact centre to a cloud contact centre with zero downtime.
As one of the first partners in APAC to be a part of the Twilio BUILD program, Cloudwave has 10 certified Twilio engineers who tailored a solution including advanced contact centre features specifically for Electrolux.
The Results
The solution successfully unified Electrolux’s agent experience across regions of Southeast Asia. The smooth computer telephone integration allowed agents to deliver a flawless customer experience.
Electrolux scaled at speed delivering high quality services across APAC including voice, SMS, E-mail and workforce management.
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By implementing the Twilio Flex platform across all of APAC, all countries now have a single pane of glass which standardises integration, management and reporting.
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Twilio’s language sets address the problem of language barriers across APAC
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New agents can be added rapidly, immediately improving speed to answer rates.
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Agents have the flexibility to answer calls and manage their workload from anywhere with an internet connection.
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The business has the flexibility of setting up virtual workgroups for teams, regardless of geography.
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Electrolux are charged by the minute so they have the flexibility to scale agents up or down – allowing for peaks and troughs in their business.
‘By removing our rigid telco lines and moving to a per minute price on Twilio Flex, we’ve seen a 30% reduction in telco costs.’
Shane Rose, Senior IT Manager APAC/MEA at Electrolux
Twilio Flex: The world’s most flexible contact center platform
Accelerate your digital transformation
Deliver digital-first engagement with the widest breadth of communication channels—all managed on a single platform. Twilio’s contact center customers report saving 34% on contact center operational expenses.
Achieve cloud agility
Deploy a 100% cloud contact center in days—not months. Then continually inspect, adapt, and adjust any part of your contact center to stay ahead of changing conditions (and the competition).
Unlock precise personalization
Put relevant, contextual information at your agents’ fingertips for highly personalized interactions. Flex customers report lowering handle times by up to 38% after giving agents access to information from multiple backend applications.
Want to know more about the next generation of contact centre?
Get in touch us and let the team of experts at CloudWave guide you on building CX technology the both you and your customers will love to use.
Innovative government agencies and their non-profit partners rely on CloudWave.
Using the full suite of Twilio technology CloudWave can facilitate you in building secure bespoke systems that allow you to efficiently and effectively disseminate targeted communications to large audiences
Engagement
Twilio technology allows you to reach customers in ways not possible before. Using a mixture of SMS, email and outbound calling you can create target campaigns to reach the audience you need.
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Promote opportunities for feedback across channels
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Educate communities on available programs and lower barriers to entry
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Provide timely and self-service information with automation
Modernisation
Twilios cloud technology is a future-proofed tech stack allowing you to systematically build features and functions as your business or services requires. Safe in the knowledge the technology will support you in the long term
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Scale up or down on demand
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Launch programs quickly and make changes as needs evolve
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Enable remote work, and virtual learning
Build Trust
Twillios range of products allows you to build deeper relationships with your clients and customers. Offering a better more personalised service to enhance the trust and relationship between both parties
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Use accessible and preferred channels
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Provide service and engagement through communication, not apps
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Enable identity verification and text to call options
How our clients are benefitting today
See how we have built solutions that have driven efficiencies to large Australian based businesses
Service NSW achieves 30% ROI year on year with CloudWave’s Elastic SIP trunking solution.
CloudWave provides Elastic SIP trunking services for Service NSW to the Genesys Cloud platform and carries approximately 12 million minutes per month.
CloudWave helped Fortescue Metals improve audio quality across all sites and reduced telco charges by 50%
Underpinned by the Twilio supernetwork and elastic SIP services, CloudWave tailored a service for Fortescue Metals Group (FMGL) approached CloudWave with the following challenges:
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Why Choose CloudWave and Twilio?
Twilio is a global organisation providing SIP as a Service to hundreds of customers of all sizes globally.
CloudWave is the only Gold Twilio partner in APAC. Not only do we offer the best pricing, but with 10 certified local engineers, we also offer the best support.