How Nestlé scaled globally without scaling IT headcount

Nestlé runs contact centre operations across 188 countries and 2,000 brands. When it needed to consolidate, it chose Genesys Cloud for one reason above all.

The platform could connect every market without architectural complexity, adapting to local telephony regulations without rebuilding from scratch each time.

The IT team replaced Cisco and Anywhere365, consolidated to one platform, and absorbed 66% contact centre growth without adding headcount.

The Nestlé case study shows what's possible when infrastructure keeps pace with ambition. Read it to see how they did it.

Highlights

83% reduction in IT tickets after platform migration
66% more contact centres, same IT team
New contact centre live in one month, not six

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