Customer interview

Ethiopian Airlines

Learn how Africa’s largest airline is leveraging CX technology

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By innovating and leveraging customer experience (CX) technology, Ethiopian Airlines transformed its business and ensured continuity during the turbulence of the pandemic. It also gained visibility into the customer journey and unified siloed systems.

Ethiopian Airlines used the Genesys Cloud™ platform and continuous innovation to improve service delivery and monetize the airline’s website window shoppers. To do this, the airline leveraged voice, email, chat, predictive engagement and workforce engagement management capabilities for its 500 agents with incredible success.

Customer story highlights

72% reduction in website dwell time
49% increase in website conversions using predictive engagement
60% improvement in call response time
25% increase in service levels

+1.888.436.3797

Genesys empowers more than 8,000 organizations 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 organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.