Global Airline case study: Genesys Cloud contact centre
Discover how a leading global airline partnered with BT and Genesys Cloud to transform customer experience by adopting an omnichannel contact centre strategy.
This has enabled seamless customer interactions by phone, email, SMS, chatbots, and social media. Integrating core contact and data systems to deliver a premium, connected service.
October 21, 2025
5 minutes
The benefits of omnichannel:
We’ve got your back
Trusted experience with CCaaS solutions and managing highly complex integrations.
Global reach and local knowledge to connect customers securely and compliantly almost anywhere in the world; a critical capability for this airline.
End-to-end capabilities with a 360 view of the client’s technology estate, meaning customers can focus solely on their business and leave the complex bits to us.
Ready for what’s next by exploring the role of AI in: - Dealing with multiple languages - Data mining and agent assist - Improving chatbot capabilities.
The power of partnership
We have a long-standing relationship with this airline – this recent technology refresh was our third major project with them. And it’s a two-way street: we often join forces to discuss the art of the possible and collaborate on new ambitions and roadmaps.