LOT Polish Airlines Contact Center Modernization

This case study outlines the modernization of LOT Polish Airlines' contact center in partnership with NTT DATA. As passenger numbers increased, the airline faced challenges in managing customer inquiries across multiple communication channels. To address this, they sought a unified platform that could streamline operations and improve response times. The solution involved implementing the Genesys Cloud CX platform, which integrated various customer communication methods, including phone, email, messaging apps, and social media. This integration allowed agents to access a complete view of customer interactions, enhancing their ability to provide timely support. The phased rollout of the new system ensured minimal disruption during peak travel periods, and ongoing collaboration with NTT DATA aimed to adapt the solution to evolving business needs. The outcomes included significant reductions in response times and improved agent efficiency, ultimately leading to a better experience for both agents and passengers.