Customer interview

Ethiopian Airlines

Learn how Africa’s largest airline is leveraging CX technology

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