The platforms supporting Coca-Cola Europacific Partners Australia’s contact centre operations have undergone a “fundamental transformation.”
The new platform, which includes elements from Genesys, Salesforce, and other companies, was implemented in late 2021 after around a year of effort, according to Dave McDougall, API lead for Business Process and Technology (BPT) collaboration solutions, who spoke at the Genesys G-Summit in Sydney.
The internal moniker for Coca-IT Cola’s department is BPT.
Telstra Purple was one of the partners in the so-called “call centre of the future” project.
According to him, these data are being compiled into a single reporting platform so that the company can self-serve.
He claimed that in the past, the company would have to request special reports from IT or a partner to access the same data.
Change management and corporate support, according to McDougall, were essential to the project’s success.
This wasn’t a minor adjustment, he declared.
“This was a significant shift in the daily operations of our call centres, including the tools they utilised and how they used them.
“Having and carrying out a solid change management plan benefitted [us] well.”