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News : BSH Home Appliances Group Chooses Twilio to Revamp its Digital Customer Engagement Experience

#contactcenterworld, @twilio

San Francisco, CA, USA | Munich, Germany, Sept 27, 2022 -- Twilio (NYSE: TWLO) (LTSE: TWLO), a customer engagement platform that drives real-time, personalized experiences for brands, announced that BSH Home Appliances Group, a manufacturer of home appliances in Europe, will leverage Twilio Flex, a cloud-based contact center, to revamp its entire digital infrastructure within their customer service organization. Deloitte Consulting Spain is a consulting partner and advisor for this project to help roll out Twilio Flex in several regions, tightly integrating the cloud-based service solution within their customer care journey serving the needs of its customers worldwide.

In times of economic challenges, with company budgets tight and less disposable income for consumers, it is all about one thing: building and maintaining great customer relationships. BSH's global customer service operation is built on the understanding that consumers will continue to shop where their needs are understood and met, and where they can communicate with the company through their preferred communication channels – and ideally in a personalized way. This is the basis on which customer engagement is delivered.

With this in mind, the subsidiary of Robert Bosch GmbH has overhauled its entire digital service, support and customer care infrastructure. To carry out the mammoth project, BSH, working with Deloitte Consulting Spain as their trusted advisor near their IT hub in Zaragoza, Spain, set out to find a cloud-based communications platform that would allow them to continue growing globally.

A data silo consists of stored data that is only available to parts of a company, such as certain departments or individual employees, and is therefore segregated within the company. The ones who suffer are often the customers who may react with frustration to resulting long waiting times or unanswered inquiries. So BSH was looking for a solution that can be flexibly adapted to their needs at any time, giving their customer service staff an optimized view of all their customers and their data. That's exactly what Twilio Flex provides.

"Looking into different vendors, Twilio was the only company that combines all of our needs in one customizable, scalable solution and also makes data privacy a top priority," said Gloria Corella, Product Manager of New Agent Frontend at BSH. "The Twilio Flex platform gives us the greatest flexibility and customization possible. For example, we have the option to easily integrate our IT infrastructure, such as the existing Avaya telephony landscape, into Twilio Flex. This will enable us to develop customized communications solutions based on our customers' expectations – to provide even better customer service and create engaging experiences for our customers."

"We are proud that leading global brands like the BSH Home Appliances Group choose Twilio Flex to build and customize unique end-to-end customer experiences. Flex allows companies to build the most comprehensive customer journeys they’ve ever created," said Simonetta Turek, GM of Customer Experience Products at Twilio. "In 2022, we’ve continued to bring industry-leading customer engagement innovations to Flex, including Flex Conversations, a unified API for digital channels now in public beta, and recently been credited by analyst firm Juniper Research as an ‘established leader’ in the CCasS space for 2022. We can’t wait to see what BSH, Deloitte, and Twilio are able to accomplish together."

#contactcenterworld, @twilio

Posted by Veronica Silva Cusi, news correspondent

About Twilio:
Company LogoCreate and scale voice, VoIP and SMS text messaging applications with a cloud platform.
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About B/S/H/:
Company LogoBSH Bosch und Siemens Hausger?te GmbH - Worldwide corporate group stemmed from a joint venture set up in 1967 between Robert Bosch GmbH (Stuttgart) and Siemens AG (Munich) - Operates 41 factories in 13 countries in Europe, the USA, Latin America and Asia. - About 60 companies (Sales and Service) in almost 40 countries - Nearly 40,000 employees -
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