{"id":47274,"date":"2023-02-13T11:13:42","date_gmt":"2023-02-13T11:13:42","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=47274"},"modified":"2023-02-13T11:14:34","modified_gmt":"2023-02-13T11:14:34","slug":"cx-travel-case-study-genesys-and-sita","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/customer-engagement-platforms\/cx-travel-case-study-genesys-and-sita\/","title":{"rendered":"CX Travel Case Study: Genesys and SITA\u00a0"},"content":{"rendered":"<p><span data-contrast=\"auto\">Delivering exceptional customer experiences is important for any business, no matter the industry. However, in the travel landscape, where employees and customers are often distributed across a wide landscape, maintain high levels of customer satisfaction can be complex.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:256}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The process becomes even more challenging when companies are dealing with distributed tools for collecting, managing, and responding to customer data.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:256}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">SITA, a company responsible for helping thousands of airlines, government agencies, and airports power hassle-free customer journeys, found themselves seeking a more streamlined and intuitive solution for CX, in the age of digital transformation. Here\u2019s what happened when <\/span><a href=\"https:\/\/www.genesys.com\/en-gb\/customer-stories\/sita\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">SITA joined forces with the Genesys team<\/span><\/a><span data-contrast=\"auto\"> for customer service.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:256}\">\u00a0<\/span><\/p>\n<h2 aria-level=\"2\"><span data-contrast=\"none\">Preparing for Rapid Scale and Transformation<\/span><span data-ccp-props=\"{&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335559738&quot;:160,&quot;335559739&quot;:120,&quot;335559740&quot;:256}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">SITA manages countless interactions between customers and travel leaders, supporting everything from the check-in and security process, to boarding and tracking baggage. To manage this workflow, the company utilizes eight service centers, with 400 agents handling calls across 150 countries.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:256}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Growing disruption in the IT sector, prompting the rise of 5G, IoT, and other solutions, prompted SITA to update its customer service strategy to suit the modern landscape. SITA decided to elevate its customer experience with a cloud-based contact center, capable of offering more omnichannel features. The brand opted for the Genesys Cloud CX platform, citing its ease of use and excellent availability as deciding factors.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:256}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The company wanted to manage calls from around the world in a central location, and make it easier for customers to leverage new channels like chat and email. According to the Service Improvement Senior Manager, Vichaig Douangpaseuth, transitioning to Genesys Cloud CX was surprisingly straightforward. It only took 5 minutes to switch SIP traffic from 150 countries into one environment.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:256}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Not only has the technology improved communication quality and employee engagement, but it has also improved voice team efficiency by up to 50%. SITA also now has access to more data, allowing the company to adjust call flows more effectively. Even response times have improved, ensuring the team can respond to emergencies rapidly.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:256}\">\u00a0<\/span><\/p>\n<h2 aria-level=\"2\"><span data-contrast=\"none\">Looking Ahead for New Opportunities<\/span><span data-ccp-props=\"{&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335559738&quot;:160,&quot;335559739&quot;:120,&quot;335559740&quot;:256}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">Following the incredible success of the initial roll-out of Genesys Cloud CX, SITA said they were planning on implementing new strategies to improve customer experience. The current solution is offering seamless handovers between teams, as well as 24\/7 customer service opportunities. The brand also noted they were in a better place for disaster recovery and disaster planning.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:256}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Leveraging the open APIs of Genesys Cloud, SITA will be able to implement click-to-call features to check-in kiosks, and issue new PIN codes to consumers faster. SITA also plans on making further integrations with Salesforce and ServiceNow, building the Genesys Cloud CX landscape into its customer value proposition.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:256}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The exceptional outcomes of the Genesys CX solution have prompted significant excitement among the SITA team, who are already in the first stages of planning what comes next in their CX journey.\u00a0\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:256}\">\u00a0<\/span><\/p>\n<p><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:256}\">\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Delivering exceptional customer experiences is important for any business, no matter the industry. However, in the travel landscape, where employees and customers are often distributed across a wide landscape, maintain high levels of customer satisfaction can be complex.\u00a0\u00a0 The process becomes even more challenging when companies are dealing with distributed tools for collecting, managing, and [&hellip;]<\/p>\n","protected":false},"author":11,"featured_media":47275,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[61092],"class_list":["post-47274","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-engagement-platforms","tag-customer-engagement-platform","tag-digital-transformation","tag-travel-and-hospitality","brands_to_track-cx-today","brands_to_track-genesys","editorial_type-feature","intent-evaluation"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - 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