{"id":642175,"date":"2024-03-06T12:51:30","date_gmt":"2024-03-06T12:51:30","guid":{"rendered":"https:\/\/www.capgemini.com\/gb-en\/?post_type=client-story&#038;p=642175"},"modified":"2026-01-22T07:54:27","modified_gmt":"2026-01-22T07:54:27","slug":"leading-consumer-goods-company-introduces-a-brand-new-digitized-call-center-solution","status":"publish","type":"client-story","link":"https:\/\/www.capgemini.com\/gb-en\/news\/client-stories\/leading-consumer-goods-company-introduces-a-brand-new-digitized-call-center-solution\/","title":{"rendered":"Leading consumer goods company introduces a brand-new digitized call center solution"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2024\/02\/Unilever_SS.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2024\/02\/Unilever_SS.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2024\/02\/Unilever_SS.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2024\/02\/Unilever_SS.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2024\/02\/Unilever_SS.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2024\/02\/Unilever_SS.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2024\/02\/Unilever_SS.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2024\/02\/Unilever_SS.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2024\/02\/Unilever_SS.jpg\" class=\"header-img header-img-d\" alt=\"Consumer goods\" style=\"object-fit:cover;object-position:24% 19%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Client story<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Leading consumer goods company introduces a brand-new digitized call center solution<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2024\/03\/Success-Story.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Download now<\/span><span class=\"type\">2 MB  pdf<\/span><\/a><\/div><\/div><\/div><div class=\"infoWrapper \"><div class=\"row\"><div class=\"col-md-4\"><span class=\"fieldName\">Client: Global consumer goods company<\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Region: Global<\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Sector: Consumer products<\/span><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/gb-en\/?post_type=client-story&amp;p=642175\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/gb-en\/?post_type=client-story&amp;p=642175\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<p><strong>Client Challenge: <\/strong>To improve the consumer experience and more effectively enable its representatives to quickly and effectively resolve cases, the business wanted to digitize existing call center processes.<\/p>\n\n\n\n<p><strong>Solution: <\/strong>With the first implementation in the market of a joint Salesforce-AWS solution \u2013 known as Service Cloud Voice \u2013 the company provided its advisors with expanded consumer profiles to improve services.<\/p>\n\n\n\n<p><strong>Benefits:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>15% improvement in Net Promoter Score<\/li>\n\n\n\n<li>Accelerated resolution of call center cases<\/li>\n\n\n\n<li>Greater awareness of consumer needs and interests<\/li>\n\n\n\n<li>Empowered &nbsp;company agents to engage more effectively with consumers<\/li>\n<\/ul>\n\n\n\n<p>When it comes to supporting customers, knowledge is key. This is particularly true of call centers, where an agent\u2019s ability to support customers relies on knowing as much as possible.<\/p>\n\n\n\n<p>A global consumer goods company saw an opportunity to better understand and serve consumers by more effectively empowering its advisors. To do so, the company recognized that it would have to perform a technology and business transformation and set out to find the right solution to fit its circumstances. The company selected Capgemini as its partner.<\/p>\n\n\n\n<p>As they launched the project and reviewed the potential applications of the chosen solution, the partners engaged Amazon Web Services (AWS) and Salesforce, who had just announced a joint venture that merged AWS Connect and the Salesforce Service Cloud. Seeing an opportunity to implement a brand-new solution that aligned with the company\u2019s vision of digitized call channels, the consumer goods company and Capgemini offered the project as the first implementation of the Service Cloud Voice (SCV) solution.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":301,"featured_media":643726,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"919cc44f-3021-485b-b5f2-561d7c906043\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"footnotes":"","client_logo_id":0,"client_logo_url":"","primary_term":"","featured_focal_points":""},"tags":[241],"brand":[],"service":[192],"industry":[36],"partners":[],"country":[362],"content-group":[],"class_list":["post-642175","client-story","type-client-story","status-publish","has-post-thumbnail","hentry","tag-consumer-products","service-customer-experience","industry-consumer-products","country-uk"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>New Digitized Call Centre Solution with Service Cloud Voice | Capgemini UK<\/title>\n<meta name=\"description\" content=\"Streamline call centre operations with Capgemini &#039;s advanced Service Cloud Voice integrated digitized solution. 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