Group Pierre & Vacances Center Parcs

Delighting vacationers with a five-star customer experience

Europe’s leader in local tourism, Groupe Pierre & Vacances Center Parcs, owns 213 properties, welcoming more than two million clients annually. Vacationers enjoy a rich variety of short breaks offered through the Adagio, Maeva and Village Nature brands, as well as longer-term holiday facilities like Center Parcs. In the face of fierce competition from accommodation-sharing websites, the company continues to open new properties and destinations throughout Europe — with a fast-growing presence in Asia.

As part of a global innovation and digital acceleration project to maintain business leadership, the group wants to ensure that its clients receive the best experience possible — before, during and after their holidays. Located throughout eight contact centers, 250 agents handle about 650,000 calls in six languages, generating €270 million in bookings. And the Genesys Cloud^TM application assures those experiences and revenues.

Benefits

More self-service by customers
15-second reduction in call handling time
5% increase in overall quality of service
10-point rise in customer satisfaction scores
5% savings in headcount

“The Genesys Cloud chat feature has been one of the big game changers. Agents are more motivated because they can easily collaborate with team leaders and support each other in real time.”

Florian Cabalion, Manager Shared Services Sales, Groupe Pierre & Vacances Center Parcs

Read the customer story

Challenges

Optimize customer experience management across eight contact centers
Improve collaboration and efficiency

Product

Genesys Cloud

Solutions

+1.888.436.3797

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.