Case Study: BCD achieves smarter traveler journeys at scale with Genesys Cloud

BCD delivers smarter journeys at scale with Genesys Cloud

BCD, a global travel and hospitality company serving clients in more than 170 countries, was struggling with four disconnected on-premises contact center systems that made it hard to deliver consistent, personalized service at scale. The complexity and instability of its legacy setup limited innovation, and BCD needed a more unified platform to support faster, higher-touch traveler interactions.

BCD implemented Genesys Cloud with support from Genesys Professional Services to centralize operations and simplify its contact center environment. Genesys helped BCD roll out 70% of the deployment in nine months, resulting in an 11% reduction in average handle time, one-third of travelers being routed to their preferred agent, and 99.4% callback completion, while also enabling faster service development and better use of AI and analytics.

BCD

Christina Bell

Vice President of Contact Center Solutions