Analytics and artificial intelligence will make sure there’s no digital heartburn after snack giant’s entire opus is digested by OBS Cloud
UNDER EMBARGO UNTIL 2PM GMT FEBRUARY 22, 2022
Snack-food giant Mondelēz International’s is bringing its 80,000 employees together on an all-digital comms system based on Microsoft Teams, with the help of Orange Business Services (OBS). In 80 countries staff in Mondelēz International’s offices, factories, warehouses and contact centre agents will be connected by Teams running on an OBS cloud of computing resources, rather than the old PBX systems. OBS will manage everything from China to India, the Middle East to Russia, using the flexibility of the cloud to meet all eventualities as Mondelēz expands into new markets.
Few vendors, but more options
By the end of 2022 it will have to show cost optimisation, with a simplified roster of IT vendors. The key is orchestrate multiple cloud suppliers in order to manage the dramatic transformation of the way vocal conversations are managed. The ‘multi-cloud’ is a better system to support new digital innovations, according to Jyotin Shah, senior director, global digital workplace services at Mondelēz International. “The entire physical footprint and home-based employees of Mondelēz International’s worldwide operations will be fully connected via a new virtual workspace,” said Shah. “We can share digital resources, communicate with one another, inspire creativity and collaborate across all our brands. Even as the industry faces global supply chain challenges, Mondelēz International is staying one step ahead.”
Customer journey is a Ritz Cracker
OBS is also integrating all the partners to provide reliable voice and video systems for extra functions. Mondelēz International’s contact centre platform will use the Orange global network and use analytics, automation and artificial intelligence. This should improve business processes like Human Resources, payroll and customer care, improving the customer journey and getting insights, says OBS. The same mix of technology provides Mondelēz International with a 360-degree oversight of its entire global operation. Many of the new services that will be introduced will be jointly invented by Mondelēz International’s technical staff.
AI will spot any disruption
Analytics and monitoring systems will identify possible points of disruption for OBS which will take pre-emptive action to maintain equilibrium and deal with any issues that arise. In addition, a self-care portal will shed light on the entire spread and aim to create well orchestrated channels of communication. “It’s takes a massive digital transformation of people, processes and systems to create a modern, global business. Only OBS has the scale, Teams expertise and end-to-end services to make it happen,” said Rob Willcock, SVP for Americas for OBS, “a transformed Mondelēz International will be ready to reshape the snack industry.”