Genesys Recognizes Virgin Atlantic as Winner of CX Innovator Award
2024年5月15日 - 12:06AM
ビジネスワイヤ(英語)
Airline honored for using AI to provide faster,
more effective customer service, improve operational efficiency and
elevate employee engagement
Genesys®, a global cloud leader in AI-powered experience
orchestration, announced Virgin Atlantic as the Customer Experience
(CX) Innovator winner for its enterprise category during its 19th
annual Customer Innovation Awards. The CX Innovator award
recognizes organizations that are pushing the limits to deliver
smarter and more cohesive customer and employee experiences (CX and
EX) with the AI-powered Genesys Cloud™ Platform.
Virgin Atlantic, Britain’s second largest airline, continually
innovates to advance its goals of providing customers with
high-quality, affordable flights; nonstop transatlantic routes; and
seamless connections to over 350 cities across North America,
Europe and the UK. To progress its digital transformation journey
and take its CX to new heights, the company sought an all-in-one
platform that would enable personalized, proactive engagement;
provide a holistic view of the customer journey; and improve
employee productivity.
Pursuing these outcomes, Virgin Atlantic turned to the Genesys
Cloud™ platform and revolutionized its CX and EX. Harnessing the
full potential of Genesys Cloud AI capabilities within the
platform, the company has achieved exceptional results that have
set it apart as an innovator in the field.
Highlighted outcomes include:
Improved operational efficiency: Through its use of
Genesys Bot Flows and Predictive Routing, Virgin Atlantic
streamlined customer interactions, providing quick and accurate
responses to popular topics and enabling its contact center to
scale. On average, 29% of Virgin Atlantic customer queries are now
addressed through self-service options without needing to speak
with an agent. For calls that need the support of an agent, Virgin
Atlantic saw a 15% reduction in handle times using Genesys
Predictive Routing, which matches customers with the agent most
able to help them resolve their inquiries.
Increased first-contact resolution rates: By leveraging
Genesys Cloud AI-driven analytics, Virgin Atlantic can resolve
customer issues more quickly and effectively during their initial
interactions, with a six-percentage-point improvement in
first-contact resolution rates and a 33-percentage-point
improvement in call answer rates.
Enhanced employee satisfaction: Virgin Atlantic saw a
14-percentage-point improvement in its employee happiness scores
after implementing Genesys Cloud, attributed in part to the
benefits of its Predictive Routing. In addition to enhancing
customer experiences by connecting them with the right agent for
quicker resolutions, the capability can also improve employee
engagement by involving them in the type of work in which they
naturally excel.
“Our agents now feel like they’re providing great service to the
right person at the right time and are able to take ownership of
the relationships with customers to truly build a rapport with
them,” said Louise Phillips, vice president of customer centers at
Virgin Atlantic and Virgin Atlantic Holidays. “This has raised
employee morale which in turn allows them to provide better service
and feel proud of their hard work.”
Virgin Atlantic received the CX Innovator award for
orchestrating seamless customer journeys that resulted in
remarkable outcomes for both its customers and employees. With
Genesys Cloud AI, its bot has become an invaluable virtual
assistant — providing personalized responses and freeing up the
team to focus on complex customer issues, resulting in
transformative outcomes that distinguish Virgin Atlantic as a
leader in the field of CX innovation.
The Customer Innovation Awards recognizes organizations for
transforming their customer and employee experiences with AI, cloud
and digital technologies across all industries.
To watch select Xperience keynotes on-demand, visit the
Xperience Encore event beginning May 27.
About Genesys
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.
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version on businesswire.com: https://www.businesswire.com/news/home/20240514417885/en/
Kelley Crane, Genesys Kelley.crane@Genesys.com
Method Communications genesys@methodcommunications.com