Putting the customer first
Maintaining a strong reputation means not only being the best in service excellence, but also providing travelers with personalized and omnichannel experiences. “Our ambition is to be the world’s leading digital airline,” said George Wang, Senior VP, Information Technology at Singapore Airlines. However, in the past, a mix of technologies throughout its global contact centers hindered this vision.
Effective inbound and outbound engagement
To help transform its operations and deliver a more unified customer experience, Singapore Airlines (SIA) adopted the Genesys solution. By blending call, email and webchat functions, the omnichannel solution enabled the airline to offer enhanced inbound and outbound engagement, thereby growing brand loyalty and improving customer satisfaction.