Case Study: Electrolux achieves weeks-to-hours testing and real-time CX visibility with Cyara

Cyara and Genesys Deliver a Complete CX Overhaul for One of the World’s Leading Household Brands

Electrolux, a Stockholm‑based global home‑appliances group selling some 60 million products across 120+ markets with ~48,000 employees, needed a consistent, reliable omnichannel CX as it consolidated regional contact centers to the cloud. The company faced slow, fully manual testing, gaps in coverage and quality, inability to measure environment stability, and the need for an AI‑enabled solution that could operate across dozens of languages and country‑specific setups.

Electrolux implemented a Genesys cloud contact center with Google AI, and added Cyara Velocity for automated testing and Cyara Pulse for live CX monitoring. This cut regression testing from 14 days to overnight and shortened execution cycles from weeks to hours, improved end‑to‑end routing and call quality, provided real‑time visibility to proactively resolve issues, reduced resource needs, and enabled multilingual, scalable deployment as they expand to desktop, email and chat channels.

Electrolux

Juliano Tripodi

Agile Delivery Lead