Case Study: Jetstar Airways achieves rapid, scalable cloud contact centers and superior customer experience with Genesys

Genesys and engage help deliver superior customer experience with a cloud-based solution

Jetstar Airways, a fast‑growing low‑cost airline serving Australia and Asia, needed a more flexible, scalable way to run its contact centers. Tied to a single outsourcing supplier, the carrier struggled to add languages, new services and resources quickly while maintaining consistent customer service across multiple centers and channels.

Partnering with ENGAGE to deploy Genesys as a cloud‑based SaaS contact‑center platform gave Jetstar on‑demand seats, rapid global rollouts and built‑in features like workforce management, speech recognition, orchestration and multichannel routing. The solution enabled new services (mobile check‑in, SMS boarding passes, Skype), opened a 200‑agent Philippine center in weeks, improved response times and customer satisfaction, reduced capital and operating costs, and delivered resilient, scalable virtual customer service.

Jetstar Airways

Aaron Panozza

Founder And Managing Director