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Customer interview

Virgin Atlantic

Hear how Virgin Atlantic Airways soared during incredibly high customer volume after deploying Genesys Cloud CX™

The pandemic put a huge strain on the customer service operation at Virgin Atlantic Airways. All its communications channels we flooded. The Genesys Cloud CXTM platform provided solutions to tackle digital, telephony, social and CRM system challenges.

Virgin Atlantic was able to effectively handle customer communications after deploying the Genesys platform in just two months.

Customer story highlights

  • Genesys digital solutions proved to be a game changer for the airline
  • Seamlessly integrated web messaging, WhatsApp, SMS, social channels and chatbots
  • Agents now have a single unified view of the customer journey