Driving strategy towards customer and business benefits

Aeroporti di Roma focused on service to advance its contact centre — achieving digital transformation and adopting the cloud. For this long and challenging path, Aeroporti di Roma selected the Genesys Cloud CX™ platform, significantly improving operational and maintenance quality.

Enhanced service to

49.4 million passengers per year

Improved handling of 240,000

annual calls to the contact centre

Better management

of 100 airlines

20-minute average

handle time for callbacks during pandemic

Insourced

contact centre

The choice of Genesys Cloud CX and the partnership with ComApp have proven crucial in integrating the cloud platform with the existing airport systems and operations. The power of Genesys Cloud CX allowed us to quickly integrate it with the internal telephony systems.

Marco Dottore

Head of Network and Infrastructure Project Management

Aeroporti di Roma

The road to digital transformation

Aeroporti di Roma (ADR) manages both Fiumicino and Ciampino airports, performing all activities related to airport management. In 2019, ADR registered 49.4 million passengers in transit and offered more than 240 destinations around the globe, served by 100 airlines.

With high levels of passenger traffic, ADR saw the need to digitise its contact centre and insource to improve the management and delivery of its information services. Between 2019 and 2020, ADR began the project of insourcing its contact centre on two fronts: the operational line for passenger information services and the maintenance line for reporting facility faults across both airports.

ADR focused on the reliable and market-leading Genesys Cloud CX because it was quick to implement and fully compatible with other leading technology solutions. ADR successfully implemented the platform with the support of ComApp, a system integrator and Genesys partner.

“The choice of Genesys Cloud CX and the partnership with ComApp have proven crucial in integrating the cloud platform with the existing airport systems and operations,” said Marco Dottore, Head of Network and Infrastructure Project Management at ADR. “The power of Genesys Cloud CX allowed us to quickly integrate it with the internal telephony systems.”

The technological contribution of ComApp, combined with the advanced technology of Genesys Cloud CX, has allowed ADR to get the most from the platform — and permitted further customisation.

Rigorous testing

On the passenger information side, Genesys Cloud CX enabled multiple call answering possibilities: forwarding, diverting and merging multiple calls through its integration with internal information systems. In the background, the platform quickly obtains all necessary information for handling the requests — minimising customer wait times. If there’s a large influx of calls, the customer can choose to be called back or wait on hold. During the first few days of the COVID-19 pandemic, ADR handled all its callbacks within an average time of 20 minutes.

And on the maintenance side, Genesys Cloud CX enables ADR to use the specialised technical skills of its agents. Staff can now use a web app to make reports with full autonomy using the easily navigable system or by scanning QR codes — guaranteeing they correctly report system faults.

At a glance

Industry: Travel

Location: Italy

Challenges

  • Bring contact centre services in-house
  • Reduce call handle times
  • Improve request routing

Partner

ComApp

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