Case Study: Coca‑Cola Bottlers’ Sales and Services achieves 50% TCO savings and improved customer experience with Genesys Cloud CX (Genesys)

Coca-Cola Bottlers’ Sales and Services - Customer Case Study

Coca‑Cola Bottlers’ Sales and Services (CCBSS) is a shared‑services contact center supporting Coca‑Cola partners and end customers from multiple sites. Facing complex legacy voice, reporting and workforce systems, CCBSS needed greater efficiency, rapid enablement of remote work during the pandemic, and a faster path to CX innovation.

By migrating to Genesys Cloud CX and integrating tools like Salesforce and SurveyDynamix, CCBSS achieved native cloud flexibility, improved automation and omnichannel capabilities, and streamlined administration. The move cut system administration effort by about 33%, reduced total cost of ownership by roughly 50%, boosted outbound efficiency, enabled 100% virtual operations in Tulsa and a consolidated Tampa campus, improved employee engagement, and created a ready roadmap for AI, voicebots and gamification.

Coca-Cola Bottlers’ Sales and Services

Nicole Thomas

Senior Director, Service Operations Support