Case Study: Nestlé achieves global CX and IT efficiency with Genesys Cloud

Future-proof cloud migration

Nestlé, the global food and beverage company, needed to modernize its contact center operations, improve customer and employee experience, and reduce complex on-premises IT infrastructure. To support its cloud journey, Nestlé selected Genesys and the Genesys Cloud CX platform, integrating it with Salesforce and AI-powered tools across sites worldwide.

Genesys implemented a future-proof cloud migration that centralized 40 contact centers on one platform, adapted to local telephony regulations, and supported 600+ users. The results included a 6x faster time to implementation, an 83% reduction in IT tickets, and the ability to absorb 66% contact center growth without adding IT headcount, while schedule creation dropped from hours to just five minutes.

Nestlé

Felipe Kitano

Platform Manager - Contact Center