Case Study: Sabre achieves 24/7 multilingual, multi-channel contact center and unified customer insights with Genesys

Sabre - Customer Case Study

Sabre, a global travel-technology provider serving airlines, hotels and travel buyers (about 10,000 employees and handling over $100 billion in travel spend), needed a modern contact‑center platform to support its multilingual, multi‑site support operation centered in Montevideo. Its legacy system only handled telephone routing and reporting, offered no single view of customer history across channels, and was difficult to integrate or upgrade.

Sabre selected Genesys’ Customer Experience Platform and Digital Channels (voice, email, chat, web callback/collaboration), plus Self‑Service, Reporting & Analytics and Integration, and deployed a 24/7 B2B contact center with 600 positions. The new platform delivered consistent cross‑channel reporting and CTI integration, simplified upgrades and CRM integration via open APIs, and improved handling of complex and in‑flight calls while providing a unified customer view.

Sabre

Carlos Fournier

Contact Center Technology Operations Manager, Sabre