Case Study: Aeroporti di Roma achieves digital transformation and faster contact‑center service with Genesys Cloud CX (Genesys)

Driving strategy towards customer and business benefits

Aeroporti di Roma (ADR), which manages Fiumicino and Ciampino airports and serves about 49.4 million passengers a year across 100 airlines, needed to digitize and insource its contact center to better manage roughly 240,000 annual calls. Key challenges were bringing services in‑house, reducing call handle times, and improving request routing amid high passenger volumes.

ADR implemented Genesys Cloud CX with systems integration by ComApp, enabling advanced inbound/outbound handling, fast system integrations, callbacks, and a web/QR‑based maintenance reporting app. The rollout improved operational and maintenance quality, supported insourcing, streamlined routing and agent workflows, and achieved rapid callback handling (about 20 minutes on average during the early COVID‑19 surge).

Aeroporti di Roma

Marco Dottore

Head of Network and Infrastructure Project Management