Case Study: Groupe Pierre & Vacances Center Parcs achieves a 10-point customer satisfaction rise and 15-second faster service with Genesys PureCloud

Group Pierre & Vacances Center Parcs transforms efficiency and quality of service across eight contact centers

Groupe Pierre & Vacances Center Parcs, Europe’s leader in local tourism with 213 properties and over two million annual guests, needed to modernize contact center operations across eight sites (250 agents handling ~650,000 calls) to stay competitive and improve customer experience. Their legacy system made it hard to analyze journeys, manage queues and IVR, and was unstable, prompting a year-long tender to find a scalable solution.

The group implemented Genesys PureCloud in an eight-month rollout, enabling one-click calls, better queue visibility and routing, real-time chat collaboration, expanded self-service and centralized management from Paris. The change cut average handling time by 15 seconds, raised overall quality by 5% and customer satisfaction by 10 points, increased self-service use, achieved 5% headcount savings and streamlined operations across all centers.

Groupe Pierre & Vacances Center Parcs

Florian Cabalion

Manager Shared Services Sales