Case Study: Killington Ski Resort achieves scalable, cloud-based contact center modernization with InflowCX and Genesys PureCloud

Killington Ski Resort - Customer Case Study

Killington Ski Resort, a large four-season resort, faced significant challenges with its outdated and unsupported Nortel contact center system, which was a critical channel for driving over 20% of its revenue. The resort needed a modern, scalable solution to handle its highly seasonal business, avoid large capital expenditures, and offer future multi-channel support. They partnered with vendor InflowCX, who recommended and implemented the Genesys PureCloud cloud contact center platform to address these needs.

InflowCX designed and deployed a complete Genesys PureCloud solution, moving all call routing to the cloud and equipping agents with the web-based Engage client. This implementation provided Killington with substantial cost savings through a pay-as-you-consume model, allowing them to scale agents up and down with their seasons. The resort gained new capabilities like interaction recording, callback queues, and a path to omnichannel support, which improved guest service and operational insight. The project's success was credited to InflowCX's crucial expertise in implementation, training, and ongoing support.

Killington Ski Resort

Jane Bird

Reservations Manager