Case Study: Transat consolidates contact centers and saves $1.8M with Genesys PureConnect

Holiday Travel Leader Transat Consolidates Contact Center Operations Across Five Countries

Transat, a Montreal‑based holiday travel leader with 5,000 employees and 575 contact center agents serving 2.3 million clients across five countries, faced a fragmented contact center environment built on legacy Avaya systems. Siloed servers prevented agent collaboration and consolidated reporting, made upgrades and integrations costly and slow, and left the company unable to support new digital channels or provide a consistent, data‑driven customer experience.

Transat migrated to Genesys PureConnect, consolidating contact centers into a single, easy‑to‑administer platform with unified IVR, chat, workforce management, recording, automation and APIs. The smooth rollout (575 agents, 1,000+ users) delivered real‑time, consolidated KPIs, more consistent and proactive omnichannel service, higher agent satisfaction, greater operational efficiency and more than $1.8M in cost savings over five years, while enabling future integrations like Salesforce CRM.

Transat

Susie Devault

Vice President