Case Study: Emirates achieves consistent, scalable global multichannel customer experience with Genesys

Emirates Winning customer experience with customer service innovation

Emirates, one of the fastest‑growing airlines with over 140 destinations across six continents, needed to maintain its high customer service standards while scaling globally. The challenge was to deliver a consistent experience across 44 countries, 17 languages and 2,200 staff operating in six contact centers, managing high volumes (10 million calls and 1 million emails annually) and rapidly adopting webchat.

Genesys deployed a virtualized, multichannel contact center using PureEngage, Workforce Optimization and Genesys Digital to unify channels and staff management. The solution lets Emirates instantly connect new destinations into the virtual contact center, support thousands of webchats alongside calls and emails, and deliver consistent, scalable service that keeps the airline competitive.

Emirates

Karen Bell-Wright

Senior Vice President, Retail and Contact Centres