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.
McDougall saw that insights offered by Genesys, Salesforce, and “the other products that we utilise” could have additional potential value.
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 a highly effective change management plan and carrying it out served [us] well.”
