{"id":689244,"date":"2022-09-27T09:08:16","date_gmt":"2022-09-27T13:08:16","guid":{"rendered":"https:\/\/www.marketnewsdesk.com\/index.php\/bsh-home-appliances-group-chooses-twilio-to-revamp-its-digital-customer-engagement-experience\/"},"modified":"2022-09-27T09:08:16","modified_gmt":"2022-09-27T13:08:16","slug":"bsh-home-appliances-group-chooses-twilio-to-revamp-its-digital-customer-engagement-experience","status":"publish","type":"post","link":"https:\/\/www.marketnewsdesk.com\/index.php\/bsh-home-appliances-group-chooses-twilio-to-revamp-its-digital-customer-engagement-experience\/","title":{"rendered":"BSH Home Appliances Group Chooses Twilio To Revamp Its Digital Customer Engagement Experience"},"content":{"rendered":"<p>        <!--.bwalignc { text-align: center; list-style-position: inside }\n.bwlistdisc { list-style-type: disc }\n.bwuline { text-decoration: underline }body {font:normal small Arial,Helvetica,sans-serif;color:#000;background-color:#fff;padding:24px;margin:0;} a img {border:0;} h3 {font-size:medium;color:#000;margin:0 0 1em 0; text-align:center;}-->  <\/p>\n<p class=\"bwalignc\"><b>BSH Home Appliances Group Chooses Twilio To Revamp Its Digital Customer Engagement Experience<\/b><\/p>\n<p class=\"bwalignc\"><i>In Partnership with Deloitte Consulting Spain Deployment Plan Includes Roll-out to 1,500 Agents Globally<\/i><\/p>\n<p>SAN FRANCISCO &amp; MUNICH&#8211;(<a href=\"http:\/\/www.businesswire.com\">BUSINESS WIRE<\/a>)&#8211;<a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Fwww.twilio.com%2F&amp;esheet=52926647&amp;newsitemid=20220927005208&amp;lan=en-US&amp;anchor=Twilio&amp;index=1&amp;md5=cc87b207a243d7a99989805c8e1487c1\">Twilio<\/a> (NYSE: TWLO) (LTSE: TWLO), the customer engagement platform that drives real-time, personalized experiences for today\u2019s leading brands, today announced that BSH Home Appliances Group, the largest 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.\n<\/p>\n<p>\nIn 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&#8217;s award-winning 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 \u2013 and ideally in a personalized way. This is the basis on which customer engagement is delivered.\n<\/p>\n<p>\nWith 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 and:\n<\/p>\n<ul class=\"bwlistdisc\">\n<li>\nSimplify the work of their 1,500 contact center advisors worldwide\n<\/li>\n<li>\nIntegrate with existing BSH infrastructure, be fully internally programmable and flexibly customizable\n<\/li>\n<li>\nIntegrate digital communication channels such as voice, email, chat, SMS, video and WhatsApp\n<\/li>\n<li>\nEliminate data silos and enable 360\u00b0 view on consumer data across different touchpoints\n<\/li>\n<\/ul>\n<p>\nA 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&#8217;s exactly what Twilio Flex provides.\n<\/p>\n<p>\nTwilio Flex is a cloud-based contact center solution that enables companies to create the exact omnichannel customer service center environment they need for their customers, agents and officers.\n<\/p>\n<p>\n&#8220;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,&#8221; said Gloria Corella, Product Manager of New Agent Frontend at BSH. &#8220;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&#8217; expectations \u2013 to provide even better customer service and create engaging experiences for our customers.&#8221;\n<\/p>\n<p>\n\u201cWe 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\u2019ve ever created,\u201d said Simonetta Turek, GM of Customer Experience Products at Twilio. \u201cIn 2022, we\u2019ve 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 <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Finteractive.twilio.com%2Ftwilio-for-cx-juniper-ccaas-leaderboard-ww%23TTS&amp;esheet=52926647&amp;newsitemid=20220927005208&amp;lan=en-US&amp;anchor=credited&amp;index=2&amp;md5=985df06b2c13135bc6f357277234df43\">credited<\/a> by analyst firm Juniper Research as an \u2018established leader\u2019 in the CCasS space for 2022. We can\u2019t wait to see what BSH, Deloitte, and Twilio are able to accomplish together.\u201d\n<\/p>\n<p>\nThe rollout of Twilio Flex will take place in several countries, starting with customer service hubs in France and the United Kingdom. The long-term plan is to migrate all of BSH\u2019s 1,500 agents worldwide to Twilio Flex.\n<\/p>\n<p><b><span class=\"bwuline\">About Twilio<\/span><\/b><\/p>\n<p>\nToday&#8217;s leading companies trust Twilio&#8217;s Customer Engagement Platform (CEP) to build direct, personalized relationships with their customers everywhere in the world. Twilio enables companies to use communications and data to add intelligence and security to every step of the customer journey, from sales to marketing to growth, customer service and many more engagement use cases in a flexible, programmatic way. Across 180 countries, millions of developers and hundreds of thousands of businesses use Twilio to create magical experiences for their customers. For more information about Twilio (NYSE: TWLO) (LTSE: TWLO), visit: <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=http%3A%2F%2Fwww.twilio.com&amp;esheet=52926647&amp;newsitemid=20220927005208&amp;lan=en-US&amp;anchor=www.twilio.com&amp;index=3&amp;md5=6a8b40ff672d6a2a98a36ed339b8a771\">www.twilio.com<\/a>.\n<\/p>\n<p><img decoding=\"async\" alt=\"\" src=\"https:\/\/cts.businesswire.com\/ct\/CT?id=bwnews&amp;sty=20220927005208r1&amp;sid=flmnd&amp;distro=nx&amp;lang=en\" style=\"width:0;height:0\" \/><span class=\"bwct31415\" \/><\/p>\n<p id=\"mmgallerylink\"><span id=\"mmgallerylink-phrase\">View source version on businesswire.com: <\/span><span id=\"mmgallerylink-link\"><a href=\"https:\/\/www.businesswire.com\/news\/home\/20220927005208\/en\/\" rel=\"nofollow\">https:\/\/www.businesswire.com\/news\/home\/20220927005208\/en\/<\/a><\/span><\/p>\n<p>\nAmanda Ramos<br \/>\n<br \/><a rel=\"nofollow\" href=\"mailto:press@twilio.com\">press@twilio.com<\/a><\/p>\n<p><b>KEYWORDS:<\/b> California United States France United Kingdom North America Spain Europe Germany<\/p>\n<p><b>INDUSTRY KEYWORDS:<\/b> Technology Retail Manufacturing Consulting Home Goods Online Retail Professional Services Software Digital Marketing Communications Internet Other Manufacturing Data Management Security<\/p>\n<p><b>MEDIA:<\/b><\/p>\n<table cellpadding=\"3\" cellspacing=\"3\" \/>\n","protected":false},"excerpt":{"rendered":"<p>BSH Home Appliances Group Chooses Twilio To Revamp Its Digital Customer Engagement Experience In Partnership with Deloitte Consulting Spain Deployment Plan Includes Roll-out to 1,500 Agents Globally SAN FRANCISCO &amp; MUNICH&#8211;(BUSINESS WIRE)&#8211;Twilio (NYSE: TWLO) (LTSE: TWLO), the customer engagement platform that drives real-time, personalized experiences for today\u2019s leading brands, today announced that BSH Home Appliances Group, the largest 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 &hellip; <\/p>\n<p class=\"link-more\"><a href=\"https:\/\/www.marketnewsdesk.com\/index.php\/bsh-home-appliances-group-chooses-twilio-to-revamp-its-digital-customer-engagement-experience\/\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;BSH Home Appliances Group Chooses Twilio To Revamp Its Digital Customer Engagement Experience&#8221;<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[],"tags":[],"class_list":["post-689244","post","type-post","status-publish","format-standard","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>BSH Home Appliances Group Chooses Twilio To Revamp Its Digital Customer Engagement Experience - Market Newsdesk<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.marketnewsdesk.com\/index.php\/bsh-home-appliances-group-chooses-twilio-to-revamp-its-digital-customer-engagement-experience\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"BSH Home Appliances Group Chooses Twilio To Revamp Its Digital Customer Engagement Experience - Market Newsdesk\" \/>\n<meta property=\"og:description\" content=\"BSH Home Appliances Group Chooses Twilio To Revamp Its Digital Customer Engagement Experience In Partnership with Deloitte Consulting Spain Deployment Plan Includes Roll-out to 1,500 Agents Globally SAN FRANCISCO &amp; MUNICH&#8211;(BUSINESS WIRE)&#8211;Twilio (NYSE: TWLO) (LTSE: TWLO), the customer engagement platform that drives real-time, personalized experiences for today\u2019s leading brands, today announced that BSH Home Appliances Group, the largest 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. 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Market Newsdesk","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.marketnewsdesk.com\/index.php\/bsh-home-appliances-group-chooses-twilio-to-revamp-its-digital-customer-engagement-experience\/","og_locale":"en_US","og_type":"article","og_title":"BSH Home Appliances Group Chooses Twilio To Revamp Its Digital Customer Engagement Experience - Market Newsdesk","og_description":"BSH Home Appliances Group Chooses Twilio To Revamp Its Digital Customer Engagement Experience In Partnership with Deloitte Consulting Spain Deployment Plan Includes Roll-out to 1,500 Agents Globally SAN FRANCISCO &amp; MUNICH&#8211;(BUSINESS WIRE)&#8211;Twilio (NYSE: TWLO) (LTSE: TWLO), the customer engagement platform that drives real-time, personalized experiences for today\u2019s leading brands, today announced that BSH Home Appliances Group, the largest 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 &hellip; Continue reading \"BSH Home Appliances Group Chooses Twilio To Revamp Its Digital Customer Engagement Experience\"","og_url":"https:\/\/www.marketnewsdesk.com\/index.php\/bsh-home-appliances-group-chooses-twilio-to-revamp-its-digital-customer-engagement-experience\/","og_site_name":"Market Newsdesk","article_published_time":"2022-09-27T13:08:16+00:00","og_image":[{"url":"https:\/\/cts.businesswire.com\/ct\/CT?id=bwnews&amp;sty=20220927005208r1&amp;sid=flmnd&amp;distro=nx&amp;lang=en","type":"","width":"","height":""}],"author":"Newsdesk","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Newsdesk","Est. reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.marketnewsdesk.com\/index.php\/bsh-home-appliances-group-chooses-twilio-to-revamp-its-digital-customer-engagement-experience\/#article","isPartOf":{"@id":"https:\/\/www.marketnewsdesk.com\/index.php\/bsh-home-appliances-group-chooses-twilio-to-revamp-its-digital-customer-engagement-experience\/"},"author":{"name":"Newsdesk","@id":"https:\/\/www.marketnewsdesk.com\/#\/schema\/person\/482f27a394d4fda80ecb5499e519d979"},"headline":"BSH Home Appliances Group Chooses Twilio To Revamp Its Digital Customer Engagement Experience","datePublished":"2022-09-27T13:08:16+00:00","mainEntityOfPage":{"@id":"https:\/\/www.marketnewsdesk.com\/index.php\/bsh-home-appliances-group-chooses-twilio-to-revamp-its-digital-customer-engagement-experience\/"},"wordCount":834,"image":{"@id":"https:\/\/www.marketnewsdesk.com\/index.php\/bsh-home-appliances-group-chooses-twilio-to-revamp-its-digital-customer-engagement-experience\/#primaryimage"},"thumbnailUrl":"https:\/\/cts.businesswire.com\/ct\/CT?id=bwnews&amp;sty=20220927005208r1&amp;sid=flmnd&amp;distro=nx&amp;lang=en","inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/www.marketnewsdesk.com\/index.php\/bsh-home-appliances-group-chooses-twilio-to-revamp-its-digital-customer-engagement-experience\/","url":"https:\/\/www.marketnewsdesk.com\/index.php\/bsh-home-appliances-group-chooses-twilio-to-revamp-its-digital-customer-engagement-experience\/","name":"BSH Home Appliances Group Chooses Twilio To Revamp Its Digital Customer Engagement Experience - 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