How CloudWave helped Eletrolux achieve 30% reduction in telco costs.
Learn how Electrolux achieved a number of outstanding results with Twilio Flex and Cloudwave.
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
Want to learn more ?
If you are interested in understanding more about how CloudWave assisted Electrolux with their contact centre transformation read the full story here:
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.
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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.
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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.