A global food retailer with over 500 stores and 100,000 employees was hampered by an aging, costly Cisco IVR system. Netrix built a modern cloud contact center on Amazon Connect with AI-powered transcription and analytics, improving customer experience while consolidating platforms and reducing costs.
A global food retailer with more than 500 stores across North America and Europe and a workforce exceeding 100,000 employees needed to modernize its customer service operations.
The retailer relied on an aging Cisco IVR environment that had become costly, inflexible, and difficult to scale. Key challenges included:
Netrix designed and implemented a modern cloud contact center solution powered by Amazon Connect. Key components included:
Netrix developed a comprehensive plan for production rollout, meeting deadlines and minimizing risks.
| Outcome Area | Delivered |
|---|---|
| Improved Customer Experience |
|
| Successful Cloud Migration |
|
| Enhanced Business Intelligence |
|
| Reduced Costs |
|
| Better Organizational Alignment |
|
Deliver better customer experiences with cloud-native contact center solutions powered by AI and analytics.