Case Study: Electrolux achieves customer-centric care centers and 56-second AHT reduction with Genesys Cloud

Transforming contact centers into care centers

Electrolux, a leading global home appliance maker, launched its Consumer Centric Transformation to build B2C and D2C channels but found legacy systems blocking progress. Siloed channels, no CRM integration and limited outbound, routing and reporting tools made journeys inconsistent, increased handle times and constrained agents’ ability to support and convert customers.

Electrolux deployed Genesys Cloud for omnichannel routing, a unified agent desktop, AI-powered analytics, Google-powered voice/chatbots, SAP C4C integration and Predictive Engagement to personalize web journeys. The rollout turned contact centers into data-driven care centers with a 56‑second reduction in AHT, a 45‑second cut in wait time, over 75% bot intent recognition, 1.5% of interactions resolved without an agent, and measurable improvements in FCR, NPS, employee satisfaction — plus accelerated online store rollout.

Electrolux

Mateusz Jazdzewski

IT Consumer Experience Solutions Manager and Head of CX Product