Case Study: SITA achieves rapid global cloud contact-center migration and multimillion-dollar savings with Genesys Cloud

SITA Global Services contact center innovation sees productivity take off while saving millions of dollars

SITA, the global IT provider for the air transport industry serving 2,800 airlines, airports and government agencies, needed to modernize its customer experience. With eight service centers and 400 agents handling calls from 150+ countries, the company wanted to move off costly on‑premises systems to a cloud‑based, omnichannel contact center while integrating existing SIP trunks, voice gateways, phones and web portals — and to do so quickly and without major engineering overhead.

SITA chose Genesys Cloud and migrated SIP traffic for 160 numbers across 150 countries in five minutes, centralizing operations through a 24/7 Command Center and enabling follow‑the‑sun handovers. The shift delivered faster response times and improved call quality, up to a 50% gain in voice team efficiency on change management, substantial cost avoidance, quicker customer onboarding and better capacity planning/disaster recovery, while unlocking new services like kiosk click‑to‑call and planned ServiceNow/Salesforce integrations.

SITA

Vichaig Douangpaseuth

Senior Manager, Service Improvement SDN Network and Voice Practice