Yum! Manufacturers Scales Inside Operations with Webex

Yum! Manufacturers is a fast-food powerhouse with over 59,000 eating places operated by 1,500 franchises. Working family names like KFC, Pizza Hut, Taco Bell, and The Behavior Burger Grill, and serving meals in over 155 nations and territories, takes over a million workers and franchise workforce members to get the job achieved. The corporate will get meals into thousands and thousands of consumers’ fingers day by day. Not solely that, but it surely opens a brand new restaurant each two hours.

These stats spotlight simply how giant a corporation Yum! is, requiring plenty of work to keep such an enterprise and international status. The corporate offers options for the Yum! company workers, in addition to the technical workers that assist the shops and eating places which might be below the model umbrella. With all of the operational complexities the corporate faces, efficient know-how and communication programs are important to its success.

Let’s dive into how Yum! Manufacturers went from outdated legacy tech to fashionable communication platforms that preserve it one step forward of its rivals, serving to serve prospects scrumptious meals and satisfaction day by day.

Growing old on-premises infrastructure and operational overhead

Yum! Manufacturers’ contact heart traditionally ran on an on-premises resolution referred to as Avaya programs, then switched to utilizing Cisco UCCX for 20 years, a reliable system that had reached its limits in flexibility, scalability, and upkeep effectivity.

The contact facilities don’t serve exterior prospects; they assist inner workers, together with restaurant workers, franchise homeowners, and company assist groups. These facilities deal with every little thing from payroll questions and IT troubleshooting to operations and HR assist. Regardless of not being customer-facing, reliability and responsiveness are essential — and delay might influence restaurant operations throughout all of Yum! Model’s international places.

“Cisco UCCX was strong, however we began to really feel the ache of protecting every little thing on-prem,” stated Anudeep Mangireddygari, Senior Voice Engineer at Yum! Manufacturers.

Over time, the legacy system created important pressure. Each server, replace, and patch required guide intervention, and efficiency reporting was cumbersome. The prices prolonged past time and labor. Sustaining a big bodily knowledge heart footprint was at odds with the corporate’s broader digital transformation technique, which aimed to modernize programs and transfer absolutely to the cloud.

“We’re attempting to get out of knowledge facilities altogether,” stated Mangireddygari. “Working on-prem meant extra {hardware}, extra value, and extra issues that would break.” 

Moreover, the legacy system restricted how briskly the workforce might adapt to the rising wants of their inner customers. Integrations with platforms like ServiceNow, Workplace 365, and workforce administration instruments required workarounds, usually involving customized scripts or guide knowledge entry.

“If we wished to roll out a change or join one thing new, we needed to undergo so many layers,” stated Mangireddygari. “Reporting wasn’t real-time, and getting insights took means too lengthy. We knew we might do higher with a contemporary system.”

The transfer to the cloud: From UCCX to Webex Contact Middle

Following the push to do away with knowledge facilities and transfer to the cloud, the corporate wanted an answer that may be capable of sustain with demand and supply a seamless transition. Whereas the corporate checked out a number of totally different choices, together with Five9, Amazon Join, and NICE, the workforce in the end selected Webex Contact Middle and Webex Calling.

In retail, issues transfer rapidly, particularly throughout high-volume instances like main promotions or occasions. The cloud strategy means the corporate could make modifications immediately, with out worrying about downtime or after-hours upkeep. Webex presents this and extra.

The workforce chosen Webex Contact Middle and Webex Calling as their resolution of alternative primarily based on their long-standing partnership with Cisco. Plus, Webex presents a seamless migration path, aggressive pricing at enterprise scale, and the boldness and luxury that the inner workforce feels with Cisco know-how.

To implement Webex options, Yum! opted to work with CXAS, its Cisco associate. CXAS designed a hybrid structure that enabled a easy, versatile transition to the cloud at their desired tempo. The corporate selected CXAS for its deep specialization in collaboration and its confirmed potential to deal with large-scale, multi-system environments. Yum! leveraged a phased CXAS migration strategy, integrating on-prem programs with the brand new cloud platform with out disruption. CXAS engineered customized reporting to copy advanced legacy on-prem analytics, making certain operational continuity and knowledge consistency.

“Quite a lot of our groups had been connected to their current experiences and dashboards, so utilizing Webex Analyzer and the JSON-based desktop configuration let us replicate these codecs,” stated Mangireddygari. “It helped our manufacturers really feel comfy with the change, whereas nonetheless giving us higher instruments and suppleness.”

Yum! Manufacturers migrated greater than 200 brokers to Webex Contact Middle and 400 licenses for Webex WFO Moreover, the workforce might combine different helpful platforms like ServiceNow, Domo, Energy BI, and Oracle Cloud seamlessly into the platform. Now, brokers can have all the data they want, whether or not it’s incident stats, consumer information, or payroll particulars, proper on their desktop.

Better effectivity and suppleness

With Webex Contact Middle, lots of the complications the inner workforce confronted went away. Somewhat than spend giant quantities of time doing on-premise upkeep and knowledge heart administration, the workforce now focuses on value-adding duties. Plus, simpler API-based integrations throughout CRMs make work simpler and fewer siloed.

A single sign-on and browser-based login improved accessibility for brokers, and a neater distant work setup made positive brokers didn’t must be confined to utilizing in-office {hardware}. AI options additionally reduce name admin time from six minutes to only one minute, making it easier to assist extra inner workers members in the course of the workday.

Entry to stronger analytics and development evaluation through Webex and Webex WFO spotlights particular progress alternatives, taking the guesswork out of efficiency enchancment. This additionally simplifies month-to-month efficiency evaluations and enhances focused coaching, placing extra energy instruments in supervisors’ fingers.

Lastly, Webex Contact Middle presents Yum! Manufacturers reliability, with zero downtime and no dropped calls post-launch, displaying a promising future with the platform. This improves buyer satisfaction and ensures brokers can resolve points quicker than ever earlier than.

Getting ready for the long run: AI and digital transformation

Trying ahead, the corporate plans to proceed innovating operations by implementing Cisco’s AI Assistant as the primary level of contact for routine questions, giving brokers extra time to give attention to advanced incidents. The corporate has additionally began testing name transcription, which is already serving to with incident administration and high quality checks. It’s additionally working alongside Cisco companions on extra superior analytics for QA.

“General, shifting our contact heart to the cloud has helped us ship quicker, extra constant assist throughout all our manufacturers,” stated Mangireddygari. “It lets us keep targeted on what issues most in retail: protecting our groups supported and our eating places operating easily, it doesn’t matter what comes our means.”

Uncover what Webex options might do for your enterprise. Join with a Webex workforce member at the moment to study extra.