Case Study: Ignite Travel Group achieves cloud-enabled international growth and 30% license cost savings with Genesys PureCloud

Ignite Travel Group takes customer experience to the cloud, mobilizing the business for international expansion

Ignite Travel Group, an Australia-based retail travel business with a 110-agent contact center, needed a more nimble, lower-cost model to support rapid international expansion and improve uptime and mobility. Their on-premises Genesys system constrained growth, lacked a disaster-recovery site, and tied agents to a single location, prompting a move to the cloud.

Migrating to the Genesys PureCloud platform (inbound/outbound, workforce engagement management, open APIs) enabled remote working, a new DR site, and faster, scalable contact-center launches in new countries. The change cut licensing costs by about 30–35%, reduced training time from two days to two hours (≈87% faster), improved forecasting and scheduling, and freed IT to focus on innovation while supporting ongoing feature extensions and integrations.

Ignite Travel Group

Conrad Dickson

General Manager – ICT