Case Study: Sabre Corporation achieves omnichannel customer experience and 6–8% operational efficiency with Genesys

Sabre Delivers An Omnichannel Customer Experience While Improving Employee Efficiency

Sabre, a leading travel-technology company headquartered in Southlake, Texas, supports airlines, hotels, and agencies worldwide with mobile platforms, data analytics and reservation systems, employing about 10,000 people and processing massive daily data volumes. Their largest support center in Montevideo handled over 1.6 million contacts, but a fragmented contact-center infrastructure left agents without a single view of customer history across digital and voice channels and made system upgrades complex, harming cross-channel journeys and employee efficiency.

Sabre replaced the fractured stack with the Genesys Customer Experience Platform and complementary Genesys solutions (Digital, Self‑Service, Reporting & Analytics, Info Mart and the Developer’s Kit), consolidating digital and voice channels, building IVR applications and integrating CRM/ERP data for richer interaction context. The new platform improved agent readiness, boosted operational efficiency by 6–8%, delivered roughly an 80% CSAT score, and gave employees a unified toolset that simplified support and improved engagement.

Sabre

Guillermo Prosper

Senior Director for Product Support