Case Study: Universal Assistance achieves 100% remote operations and 30% faster assistance calls with Genesys Cloud CX

Omnichannel innovation and high-quality service in critical times

Universal Assistance, a 40-year leader in travel assistance across Latin America, faced rapid growth that overwhelmed its legacy contact center: call volumes rose dramatically (to ~40,000/day), audio quality and technical issues were frequent, and the company needed omnichannel capabilities and a partner able to support remote operations, especially as COVID‑19 forced offices to close.

Working with Genesys (PureConnect and Genesys Cloud CX) and partner In Motion, Universal Assistance moved to a cloud omnichannel platform that restored voice quality (problem calls dropped to zero), added chat, email and chatbots with synchronized context, and enabled 100% remote operations within 48 hours. The migration delivered clear business results: 100% of calls answered, a 20% reduction in average sales call time (18→15 min), a 30% reduction in assistance call time (7→5 min), and uninterrupted service continuity.

Universal Assistance

Raffaele Loiacono

Chief Information Officer