Cathay Pacific is one of the world’s largest international airlines. With a 76-year history in aviation, the airline provides flights to over 200 global destinations across Asia, Australia, North America, Europe and Africa. The company aspires to build lifetime relationships by delivering world-class customer care. Cathay Pacific views customer experience as central to its brand identity and has embarked on a journey to modernize its contact center solution.
Soaring into the future with an all-in-one CX platform
The Cathay Pacific vision is to become one of the world’s greatest service brands. With the rise of digital engagements during the COVID-19 pandemic, Cathay Pacific deployed a unified system with omnichannel capabilities using Genesys Cloud to better accommodate the changes in how its customers engage.
The New Contact Center Solution Project was launched as a result of its search for enterprise-grade contact center functionalities with high scalability and flexibility. Genesys Cloud met the airline’s specifications — providing a single command and control center to drive better consistency to the customer experience with its highly extensible design that can integrate various services through its mature partner ecosystem.
In partnership with Accenture, Cathay Pacific transitioned 10 of their global customer care sites to the cloud in three phases over the course of a year. It performed these cutovers site-by-site to ensure minimal impact on its overall contact center operations. This brought together multiple, siloed contact centers into one to maximize its resources worldwide and roll out innovative capabilities — including digital and self-service — consistently across its locations. Now the project team is working on extending the same solution to the airline’s outsourced customer care sites to bring the entire community onto the same technological platform for the first time.