Yum! Brands
From legacy to leading edge.
Discover how Yum! Brands replaced outdated systems with Webex Contact Center to achieve global, cloud-powered agility, efficiency, and reliability.
Inside Yum! Brands’ cloud revolution.
Learn how KFC, Taco Bell, and Pizza Hut’s parent company modernized internal support and achieved zero downtime through Webex Contact Center.
Challenge
Yum! Brands struggled with legacy on-prem solutions that weren’t meeting demand.
Solution
Webex Contact Center streamlined communications, bringing everything to the cloud.
Results
Agents now have more time in the day to handle complex inquiries and less administrative oversight.
The technology behind Yum! Brands’ seamless operations
See how Yum! Brands leverages Cisco’s cloud platform to deliver consistent, reliable support to its massive global workforce.
If we wanted to roll out a change or connect something new, we had to go through so many layers. Reporting wasn’t real-time, and getting insights took way too long. We knew we could do better with a modern system.
A lot of our teams were attached to their existing reports and dashboards, so using Webex Analyzer and the JSON-based desktop configuration let us replicate these formats. It helped our brands feel comfortable with the change, while still giving us better tools and flexibility.
Overall, moving our contact center to the cloud has helped us deliver faster, more consistent support across all our brands. It lets us stay focused on what matters most in retail: keeping our teams supported and our restaurants running smoothly, no matter what comes our way.
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