Case Study: Cyprus Airways achieves scalable omnichannel customer service with Enghouse CCaaS

Cyprus Airways scales to 30 destinations by 2026 with Enghouse Interactive

Cyprus Airways, a fast-growing airline, faced a significant challenge as its existing voice-only contact center could not cope with a rapid increase in customer calls driven by its expansion. This system lacked the omnichannel capabilities needed to meet future customer service goals. To support its growth and maintain high customer satisfaction, the airline turned to Enghouse Interactive and implemented its Enghouse CCaaS solution.

The cloud-based Enghouse CCaaS platform provided omnichannel customer service, starting with voice and later adding live web chat. The solution included intelligent call routing, call-back options during high demand, and full call recording. This resulted in improved customer satisfaction, which helped drive greater revenues, and increased agent satisfaction and efficiency. The scalable and flexible platform from Enghouse empowered Cyprus Airways to streamline its operations and future-proof its customer service.

Cyprus Airways