Elevating Customer Interactions with Genesys Cloud CX at Aeromexico

Genesys Cloud CX

Elevating Customer Interactions with Genesys Cloud CX at Aeromexico

Aeromexico: A Leader in Customer Service Excellence

Aeromexico, a prominent Latin American airline with over 85 years of history, stands out as a five-star global airline known for its exceptional customer service. With a vast network spanning multiple continents, Aeromexico prioritizes customer care and continuously seeks ways to enhance its services. The airline's dedication to delivering personalized experiences underlines its commitment to providing safe, reliable, and heartfelt service.

The Need for Innovation and Modernization

Facing limitations in its legacy on-premises system, Aeromexico recognized the need for a more modern and agile contact center solution. The airline aimed to improve both customer experience (CX) and employee experience (EX) by leveraging real-time data insights for enhanced decision-making and operational efficiency. With a focus on continuous evolution, Aeromexico sought a technology partner that could elevate its contact center capabilities to meet evolving market demands.

Choosing Genesys Cloud for Transformation

After evaluating several platforms, Aeromexico selected Genesys Cloud as its preferred contact center solution. Genesys Cloud, built on Amazon Web Services, offered the airline the flexibility and scalability needed to adapt to changing business requirements. The ease of integration with third-party systems like Salesforce, along with a user-friendly interface, made Genesys Cloud stand out as the ideal choice for Aeromexico.

Empowering Remote Work and Multichannel Customer Support

With the help of Genesys Professional Services, Aeromexico successfully migrated to Genesys Cloud in a seamless transition that enabled swift adaptation to remote working during the COVID-19 pandemic. The airline implemented chat, email, and voice channels within Genesys Cloud, allowing agents to deliver exceptional service across multiple touchpoints. By embracing a cloud-native approach, Aeromexico gained the agility to connect its team from anywhere, ensuring timely and efficient customer support.

Optimizing Workforce Engagement and Performance Management

Genesys Workforce Engagement Management capabilities have revolutionized Aeromexico's contact center operations by enabling intelligent staffing adjustments and optimizing scheduling and forecasting. With real-time dashboards and alerts, the airline can efficiently manage its workforce, leading to significant time savings and improved service quality. The platform also enhances the employee experience by providing agents with tools for performance monitoring, coaching, and feedback, fostering a culture of continuous growth and learning.

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Enhancing Customer Experiences with Genesys Cloud CX Integrations and Apps

Integrate Your Contact Center with Everyday Apps

Genesys Cloud CX allows you to seamlessly integrate your contact center with the everyday apps you use, enhancing both customer and employee journeys while maximizing customer satisfaction. With a wide range of open APIs, simple integration methods, and an expansive ecosystem of prebuilt solutions and applications, you can embed key functionality and exchange data effortlessly.

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Maximize Success With Genesys Professional Services

Accelerate Your Success

Genesys Professional Services aims to boost the value of your Genesys investments by providing rapid deployment, customization, optimization, and multi-vendor integration services. With decades of experience, consultants offer deep expertise in Genesys deployments to help you achieve desired customer and employee experiences.

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Global Reach and Presence

Genesys Cloud CX provides powerful customer experiences in over 100 countries, catering to diverse markets and cultures. With deployments in 20 regions, including core and satellite media regions, organizations can effortlessly engage customers globally.

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