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Emirates

Winning customer experience with customer service innovation

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Emirates are one of the fastest growing airlines in the world today, covering over 140 destinations in 6 continents and 77 countries.

Famous for its superior customer service levels, hear how Genesys has helped keep this leading airline ahead of their competitors.

Genesys helps Emirates deliver a paramount criterion – that of providing a consistent customer experience through the 44 countries, 17 languages and 2200 staff in its 6 contact centres globally. We help Emirates take 10 million calls per year, 1 million emails and with webchat newly implemented, that too is already taking 1000’s of hits.

Emirates

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“We’ve created a virtualised, multichannel contact centre environment. As we fly to new destinations, we immediately connect those destinations into our virtual contact centre.”

Karen Bell-Wright, Senior Vice President for Retail and Contact Centers Worldwide, Emirates

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Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

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