SITA

Contact center innovation sees
productivity take off while
saving millions of dollars

SITA helps 2,800 airlines, airports and government agencies deliver hassle-free passenger journeys — from check-in and security to boarding and baggage tracking. Eight service centers, with 400 agents who handle calls from more than 150 countries, support these critical services.

Advances in technology, such as the internet of things and ever-faster cellular speeds, continue to lower barriers to entry and disrupt IT service provider models. To stay ahead, SITA elevated its customer experience with technology innovation. Rather than continue to invest heavily in on-premises systems, the company moved to a cloud-based contact center model that offers more agility and omnichannel features.

SITA chose the Genesys Cloud CX™ platform for ease of use and high availability, enabling calls to be collected worldwide transiting through their regional Point-of-Presence — from Montreal, London and Singapore — with IT operations managed centrally from a 24/7 SITA Command Center. The company also wanted to make service easier for customers with new options like email and chat. Integration with existing SIP trunks, voice gateways, phones and web portals was another major consideration.

Benefits

  • Substantial savings in cost avoidance
  • Large increase in productivity
  • Improved call quality and response time
  • Reduced customer on-boarding lead times
  • Better capacity planning and disaster recovery

To get our old system to support digital channels with the same level of integration that we have with Genesys Cloud CX, we would have needed to spend another $2 million, plus huge amounts of engineering man hours.

Vichaig Douangpaseuth, Senior Manager, Service Improvement SDN Network and Voice Practice at SITA

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Challenges

  • Migrate quickly and safely to a cloud-based omnichannel customer experience
  • Improve integration with existing IT estate

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