Nestlé Japan Ltd.
Nestlé Japan Ltd. (Headquarters: Kobe, Hyogo) has implemented TOLFA at its contact center. By connecting TOLFA with its existing AVAYA call system, the Nestlé Japan contact center has added a new free calling channel from TOLFA for customer inquiries to the following support desks: the Nescafé Barista Support Desk, the Nescafé Dolce Gusto Support Desk, the Nestlé Online Shop Call Center, the Nestlé Customer Care Center, and the Nestlé Relationship Center.
Mr. Miyoshi, Nestlé Japan Ltd.
Nestlé Japan operates a large-scale contact center with several hundred seats, running 365 days a year. In addition to existing AI-powered chat support, active support on Twitter, and automated voice response through IVR, TOLFA’s free calling option has been introduced to enhance customer experience while reducing operating costs. Since there was no need to replace the existing CTI or CRM systems, TOLFA was seamlessly connected to the current AVAYA system.
A dedicated web interface reflecting Nestlé Japan’s corporate colors was created for each inquiry channel, including the Nescafé Barista Support Desk, the Nescafé Dolce Gusto Support Desk, the Nestlé Online Shop Call Center, the Nestlé Customer Care Center, and the Nestlé Relationship Center.
