Case Study: Etraveli Group doubles call capacity, boosts productivity 15% and cuts IVR costs 10% with Genesys Cloud CX (Genesys)

Etraveli Group - Customer Case Study

Etraveli Group, a global online travel agency operating in 80 countries and serving customers in 35 languages, faced fragmentation from multiple standalone on‑premise contact center systems (Mitel, Avaya). That patchwork hindered integration with flight systems, created multiple IVRs, limited omnichannel capability and workforce visibility—particularly across outsourced partners—so the company needed a single cloud platform to improve customer experience and efficiency.

Etraveli standardized on Genesys Cloud CX, linking seven contact centers and enabling about 900 remote agents to manage inbound, outbound and email from one desktop; during COVID agents absorbed 2x call and 3x email spikes. Combined with Shelf knowledge automation and Workforce Engagement Management, the solution cut training and onboarding time, increased agent productivity by 15%, delivered ~10% savings on IVR systems and call transfers, and improved visibility into staffing bottlenecks.

Etraveli Group

Mikael Örtelind

chief technology officer