BCD transformed its global customer experience with Genesys Cloud, creating a unified platform for 7,000 employees across 57 countries. The company is now delivering more connected traveller journeys, accelerating AI innovation and reducing its environmental impact — including an estimated 443 metric tonnes of CO₂e annually.
One global platform
for 7,000 agents across geographies
11% reduction
in average handle time
One-third of travellers
routed to their preferred agent
As one of the world’s leading travel management companies, BCD delivers connected, personalised travel experiences on a global scale. With 7,000 employees across 57 countries supported by the Genesys Cloud™ platform, the company can innovate faster, reduce customer effort and give its teams greater insight into each traveller’s journey.
BCD helps organisations manage complex global travel programmes and supports travellers wherever their journeys take them. Its goal is to make every interaction fast, personalised and effortless.
For BCD, transformation means more than modernising technology. It means creating a more agile global service model that can adapt to traveller needs in the moment, while preserving high-touch experience that differentiates its business. And as the company continues to advance its customer experience, it’s doing so with sustainability in mind — reducing the technology infrastructure required to support its operations and helping travellers make more environmentally conscious choices.
In recognition of its innovative use of Genesys Cloud to modernise customer experience while advancing its environmental goals, BCD received the 2026 Genesys Orchestrators Innovation Award for Sustainability Impact.
“Genesys Cloud allowed us to bring everyone to the same foundation with the same core functionalities. That opened the door to more innovation with AI, digitalisation and better service for every traveller, everywhere.”
Christina Bell
Vice President of Contact Center Solutions, BCD
Prior to Genesys Cloud, delivering consistent experiences at a global scale had become increasingly difficult. BCD was running four separate on-premises environments, each with different configurations, functionality and support models. The fragmented infrastructure created operational complexity and inconsistent experiences across regions, while making it difficult to innovate.
BCD saw an opportunity to modernise its contact centre with technology that could help simplify operations, accelerate innovation and enable a consistent standard of high-touch service. The company implemented Genesys Cloud — which brings together its AI, automation, digital capabilities and human expertise — as the foundation for that transformation.
“Genesys Cloud allowed us to bring everyone to the same foundation with the same core functionalities,” said Christina Bell, Vice President of Contact Center Solutions at BCD. That opened the door to more innovation with AI, digitalisation and better service for every traveller, everywhere.
Moving to the cloud also allowed the company to operate more sustainably. By replacing energy-intensive on-premises infrastructure with a scalable cloud model, BCD could reduce its technology footprint while gaining the flexibility needed to support its global operation.
BCD partnered with Genesys Professional Services to execute an ambitious global migration while minimising disruption to employees and travellers.
Together, the teams completed approximately 70% of the rollout — covering 7,000 employees across 57 countries — in just nine months. Five regions that previously operated outside of the company’s primary contact centre infrastructure were also brought onto the global platform for the first time.
“We had an aggressive timeline and moved quickly — and we couldn’t have done it without Genesys at the table with us and being as invested as we are,” said Bell.
Rather than simply re-creating its legacy environment in the cloud, BCD used the migration as an opportunity to rethink and simplify how it operates. The Genesys Cloud architecture makes it easy to manage while giving BCD greater agility. Projects that previously could take months can now be delivered in weeks, allowing the company to respond faster to evolving traveller and business needs.
The transformation is generating measurable results. BCD reduced approximately 75,000 routing queues by 60–70% and streamlined 81 contact flows down to just 11. About one-third of travellers are now automatically routed to their preferred advisor, creating greater continuity and familiarity. Average handling time has decreased by approximately 11%; callbacks are completed at a rate of 99.4%.
“The difference is how we work now,” said Bell. “Before, business and technical teams worked in silos. Now, we’re learning and growing together. We’re quicker at making changes, and we’re smarter about making changes because we’re talking more often.”
“We had an aggressive timeline and moved quickly — and we couldn’t have done it without Genesys at the table with us and being as invested as we are.”
Christina Bell
Vice President of Contact Center Solutions, BCD
Across channels, BCD is focused on understanding and improving the complete traveller journey. Genesys Cloud analytics helps the company uncover why travellers make contact and where experiences can be improved.
Using Intent Miner, for example, the team discovered that “relocation” was an unexpected but commonly used traveller term and adjusted routing so those customers could reach the appropriate resources more easily. Speech and text analytics helps BCD teams identify emerging travel incidents and quickly adapt messaging for both travellers and employees.
“We appreciate being able to see the flow of the customer,” said Bell. “We know who you are, the experience you had, what channel you used — and we don’t have to ask you to repeat your story. “That’s a huge relief for travellers and it’s made a complete difference in our organisation.”
BCD is applying those same insights — and using Genesys Cloud as an orchestration layer — to transform one of its most important and complex channels: email.
The company receives approximately 12 million emails annually, many involving detailed itineraries, corporate travel policies, multiple languages and conversations that evolve over several messages. Advisors historically spent significant time searching for previous messages and attachments, understanding lengthy threads, and determining how messages should be prioritised or routed.
Working with Amazon Web Services (AWS), BCD has developed capabilities within Genesys Cloud that can change an email’s priority based on keywords and other factors, helping ensure urgent or high-impact traveller needs aren’t waiting behind lower-priority messages.
Embedded translation capabilities allow advisors to support messages in multiple languages without moving to external translation tools, helping improve speed, security and consistency.
BCD is also introducing AI-powered intent detection and summarisation to help identify why a traveller is contacting the company without requiring advisors to read lengthy email histories. Intelligent routing can direct messages to the right team, while automation can complete certain requests — such as invoice requests — without advisor involvement.
Early pilots of automated email routing and agentless email have demonstrated strong accuracy and service-level performance, giving BCD confidence to expand the capabilities to larger groups.
“The opportunity with email is significant because of its scale and complexity,” said Paul Wild, Senior Director, Transformation at BCD. “By combining AI, automation and orchestration, we can remove effort from the process while making the experience simpler for both travellers and our people.”
“We appreciate being able to see the flow of the customer. We know who you are, the experience you had, what channel you used — and we don’t have to ask you to repeat your story. “That’s a huge relief for travellers and it’s made a complete difference in our organisation.””
Christina Bell
Vice President of Contact Center Solutions, BCD
For BCD, sustainability isn’t separate from its broader transformation. The same decisions that simplify operations, increase agility and improve customer experiences can also help reduce environmental impact.
Before migrating to Genesys Cloud, BCD maintained about 250 servers across multiple data centres — fixed infrastructure that continued consuming resources regardless of interaction demand.
With Genesys Cloud, capacity can scale dynamically based on need. By moving away from its on-premises infrastructure, BCD estimates it is reducing emissions by approximately 443 metric tonnes of CO₂e annually compared with its previous deployment. The electricity powering the AWS infrastructure supporting the deployment is also matched with 100% renewable energy.
But the sustainability opportunity extends beyond the BCD technology footprint.
As a global travel management company, BCD can help organisations and individual travellers make more informed travel choices. Travelers can consider options based on factors including the fastest flight, lowest cost and lowest estimated CO₂ emissions — putting environmental information alongside the traditional factors that shape a booking decision.
“Sustainability is strongest when it’s embedded into the way you operate rather than treated as a separate initiative,” said Wild. “Moving to Genesys Cloud helps us reduce the infrastructure required to support our own operations, while our role in the travel industry gives us an opportunity to help customers make more informed choices as well.”
That combination — reducing its own technology footprint while helping customers consider theirs — demonstrates how BCD is integrating sustainability into a broader strategy focused on smarter experiences, greater efficiency and continuous innovation.
“Everything we wanted to do — stabilise, simplify, prepare for the future — we’ve done it,” said Bell. “Now, it’s about what’s next. And with Genesys, we’re ready.”
Christina Bell
Vice President of Contact Center Solutions, BCD
With a unified global platform in place, BCD is turning its attention to the next wave of innovation.
Its roadmap includes conversational IVR, expanded self-service, AI copilots for advisors and supervisors, intelligent channel switching, and data-driven trend analysis for more proactive traveller engagement. The goal is to increasingly anticipate traveller needs, guide customers toward the most effective interaction and use automation where it can eliminate unnecessary effort.
“Everything we wanted to do — stabilise, simplify, prepare for the future — we’ve done it,” said Bell. “Now, it’s about what’s next. And with Genesys, we’re ready.”
To learn more about the solutions featured in this case study, visit www.genesys.com/uk.
