Case Study: Aeromexico elevates customer and employee experiences with Genesys Cloud

Soaring to more personalized and rewarding interactions

Aeromexico, Mexico’s flagship carrier and a five-star global airline, was handling about 5.5 million contact center transactions a year with 1,200 agents, but its legacy on-premises system limited real-time data access and made it harder to manage call flows, staffing, and customer experience. The airline wanted a more modern platform to improve both customer and employee experience, and chose Genesys Cloud.

With support from Genesys Professional Services, Aeromexico completed the migration to Genesys Cloud in about four months. The new platform’s flexibility, Salesforce integration, and user-friendly interface helped the airline adapt quickly; when COVID-19 hit, the team was able to enable home working rapidly and continue serving customers more effectively.

Aeromexico

Angelina Griselda Stankiewicz Chávez

Senior Contact Center Manager