Case Study: SITA improves call quality, response time, and savings with Genesys Cloud

SITA improves voice team efficiency by up to 50% with Genesys

SITA, a global provider of IT services to the air transport industry, faced the challenge of migrating from an on-premises system to a cloud-based omnichannel customer experience platform. They needed a solution that would improve integration with their existing IT systems and offer greater agility. To address this, SITA selected the Genesys Cloud platform from vendor Genesys.

By implementing Genesys Cloud, SITA achieved substantial savings, avoiding an estimated $2 million in additional costs. The solution improved call quality and response times, increased voice team efficiency by up to 50% on change management, and provided better capacity planning and disaster recovery capabilities. The vendor Genesys enabled a remarkably simple migration, switching SIP traffic from 160 numbers across 150 countries in just five minutes.

SITA