Coca-Cola Bottlers' Sales and Services (CCBSS) has adopted the Genesys Cloud platform to improve business interactions and elevate the experience for CCBSS associates through Genesys Cloud Workforce Engagement Management (WEM). The company also leverages augmented reality (AR) in video chats to remotely handle technical support issues, driving operational efficiency and customer satisfaction.
“When we started our digital transformation, we aspired to create a contact center that is not only innovative and progressive but also allows our employees the opportunity to expand their careers. With our move to Genesys Cloud, we’re building the workplace of the future that enables us to support our associates and be a co-pilot in all their decisions, which in turn creates the best experience for our customers,” said Nicole Thomas, VP of the contact center at CCBSS.
As a key player in the Coca-Cola Bottling System across North America, CCBSS operates as a unified voice for its partners, bottlers, and suppliers.
Through the Genesys AppFoundry Marketplace, CCBSS has integrated Help Lightning into the platform, enabling customers to receive more efficient virtual service. With video-enabled chat, agents can visually guide customers through repairs using augmented reality (AR). For example, if a beverage machine malfunctions, the agent can highlight specific parts or provide real-time instructions, enabling quicker fixes without the need for an on-site technician. This integration has not only reduced repair times but also minimized field visits.
“The Genesys Cloud platform gives organizations like CCBSS the capabilities to deploy and drive outcomes quickly while delivering the flexibility to create unique experiences for customers and employees centered around their needs,” said Olivier Jouve, chief product officer at Genesys.
The combination of Help Lightning and Genesys Cloud has also allowed CCBSS to better support customers who can’t afford to wait for an in-person technician. This remote support capability has increased fix rates and significantly cut operational costs.
CCBSS has focused on boosting customer interactions, streamlining communication, and speeding up resolutions with the help of bots. By leveraging Genesys Dialog Engine Bot Flows, the company developed a voicebox that identifies caller intent with over 80% accuracy.
