Britain’s second-largest airline, Virgin Atlantic has an ambition to be the most loved travel company. With its employees being at the heart of its business, the airline takes pride in its dedication to providing an exceptional customer experience. Challenged with skyrocketing volumes during the COVID-19 pandemic, Virgin Atlantic embarked on a journey to reimagine and transform its passenger experience with best-in-class digital technology. Now, with the Genesys Cloud™ platform, the airline has an all-in-one cloud solution instead of a mix of siloed systems. This has led to shorter queues, greater efficiency and reduced system costs.
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220% more interactions handled
with Genesys Web Messaging
50% decrease
in average handle time
28-point increase
in CSAT year-over-year
20% of contacts
contained with bot
When we compare Genesys Web Messaging to our previous offering, we are closing 220 percent more conversations. So, we’ve actually doubled our efficiency.
— Louise Phillips, VP Customer Centres, Virgin Atlantic
I’m really excited about the future of customer experience. I think that Genesys has a nice balance between understanding that the better an agent experience we have, the better the customer experience will be.
— Ceri Davies, Manager, Customer Centre, Virgin Atlantic
