LG Electronics Expands Cloud-based Call Centers to 11 New Countries

Improvements to customer service are important for any business, after all, the customer is the lifeblood of the company and having great experiences is what’s proven to drive sales and repeat business. For those agents staffed at call centers - the focus on keeping them happy and safe is also key. With the Coronavirus pandemic and remote working now the norm, more companies are moving to cloud-based solutions for their operations.

To allow more employees to work from anywhere into their workforce, LG Electronics (News - Alert) is one of the latest companies announcing the expansion of their cloud-based call centers. The move not only protects workers during the pandemic but also means they can expand into more countries. The cloud-based call center will now be available in Brazil, Italy, Canada, France, Vietnam, South Korea, and other areas.

The call centers, powered by  Amazon Web Services and Genesys’ (News - Alert) cloud solutions, provide faster access to agents through phone communications and chatbots.

LG has experienced a 37 percent increase in sales over the last few months and said this move will make it easier to drive up customer service levels by providing quicker access to agents and faster problem resolution.

Cloud-based contact centers are on track to grow exponentially over the next several years thanks to artificial intelligence and product developments. According to Fortune Business Insights report, “Cloud Based Contact Center Market 2021-2028,” the market which reached $11.01 billion in 2021 is projected to reach $56.37 billion by 2028 at a CAGR of 22.7% in the forecast period.

“With the goal of providing the best customer service, we will consider various ways to improve service quality at customer contact points,” said Gyu-Moon Yoo, head of LG Electronics’ CS Management Center.

Edited by Luke Bellos