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.”