Case Study: Ethiopian Airlines boosts service and website conversions with Genesys Cloud

Ethiopian Airlines boosts website conversions 49% with Genesys

Ethiopian Airlines, a major African carrier, faced challenges with siloed contact center systems that provided no visibility into the customer journey and an inability to monetize website visitors. To address this, the airline partnered with vendor Genesys to implement the Genesys Cloud platform.

The Genesys solution provided an omnichannel contact center, along with Predictive Engagement and Workforce Engagement Management capabilities. This resulted in a 25% increase in service levels, a 60% faster call response time, and a 49% increase in website sales conversions. Genesys also helped the airline efficiently manage a surge in pandemic-related calls without needing to hire additional staff.

Ethiopian Airlines