Emirates Contact Centre · Visual IVR Programme
Visual IVR
Rich Digital Engagement
A Zappix Visual IVR capability integrated with Genesys Cloud, enabling Emirates customers to complete structured tasks digitally while remaining on a live voice interaction — reducing agent handling time, eliminating verbal data errors, and enhancing CX across four defined use cases.
BT — System Integrator
Zappix — Visual IVR
Genesys Cloud — CX Platform
Emirates — SMS Gateway & Configuration
Responsibility Key — used throughout this document
BT — Genesys Cloud IVR scripting, IVR call answering & SMS trigger logic, Genesys data reception configuration, API setup & testing with Zappix
Emirates — SMS Gateway configuration, unique VIVR link generation in SMS/Email, outbound notification campaign management
Zappix — Visual IVR application build, UI/UX, data capture logic, API push to Genesys, API setup & testing with BT
Genesys Cloud — CX platform receiving all session data, routing, agent desktop display
Overview
Four Use Cases — Scope
Three are triggered by inbound customer calls to the Emirates contact centre. The fourth is triggered by an outbound disruption notification email. All four deliver captured data to the Genesys Cloud agent desktop in real time.
01
📞
Grey Customer — Existing Booking
Unrecognised inbound caller selects "existing booking" on IVR. Customer remains in queue while SMS link is sent. VIVR captures name, date of birth and PNR. Data presented to agent before call connects.
Inbound Call → IVR → SMS
02
👥
Complex / Multi-Name Booking
Agent on a live call identifies a complex multi-passenger booking. Agent triggers VIVR link via Genesys. Customer enters all passenger names iteratively. Optional DPO fields (DOB, passport, email) can be activated.
Inbound Call → Agent Initiates → SMS
03
🚗
Chauffeur Drive Service Request
Agent on a live call needs to capture a pick-up address for Emirates CDS. Agent triggers VIVR. Customer uses GPS pin-drop or manual address entry. Confirmed address and coordinates returned to agent desktop.
Inbound Call → Agent Initiates → SMS
04
✈️
Disrupted Passenger Intent Capture
Existing LiveChat link in Emirates disruption notification email is replaced with a Zappix VIVR link. Customer taps link, enters PNR, selects their disruption intent, and chooses a contact channel. Intent data flows to Genesys.
Outbound Email → VIVR Link (No Call)
Use Case 01 · Inbound Call Triggered
Grey Customer — Existing Booking
An unrecognised caller (number not matched in Helix / CRM) selects "existing booking" on the IVR. While they remain in queue, an SMS is sent with a VIVR link to capture their name, date of birth, and PNR. The agent receives all three data points before the call connects.
Step 1
Inbound call received
Customer dials Emirates contact centre
›
Step 2
Caller lookup fails
Number not found — "Grey" customer status confirmed
›
Step 3
IVR: selects existing booking
Customer presses option for existing booking
›
Step 4
SMS link sent
Secure VIVR link sent while customer holds in queue
›
Existing Booking
Enter your details
Full Name
Date of Birth
PNR / Booking Ref
Submit
Step 5
Customer enters Name, DOB & PNR
Secure VIVR form — name, date of birth & booking ref
›
Step 6
Data pushed to Genesys
Zappix posts captured data to Genesys session in real time
›
Step 7
Agent receives call & data
Name, DOB & PNR on agent desktop — copy/paste into ResConnect
Data captured by VIVR
Full name
Passenger name as on booking
Date of birth
Verified for identity
PNR
6-character booking reference
Agent desktop view (Genesys — BT configured)
Customer name
John Smith
Date of birth
15 / 03 / 1985
PNR reference
EK-XYZ123
Reason
Existing booking enquiry
Caller status
Unrecognised
Agent copies Name, DOB + PNR directly into ResConnect booking engine
Key conditions
Customer retains queue position throughout VIVR session
VIVR timeout → agent handles without data (graceful fallback)
Works on any SMS-capable smartphone worldwide
Unique link expires after single use (secure)
🔧Responsibilities: BT configures Genesys IVR to detect Grey callers and trigger SMS dispatch. Emirates configures the SMS Gateway with the unique VIVR link. Zappix builds the VIVR Name, DOB & PNR capture app and configures the API push to Genesys. BT configures Genesys to receive and display the incoming data on the agent desktop. BT and Zappix jointly set up and test the API integration.
Use Case 02 · Inbound Call — Agent Initiated
Complex / Multi-Name Booking
During a live voice call, the agent identifies a multi-passenger booking requiring multiple names. The agent triggers a VIVR link from the Genesys desktop. The customer enters all passenger names iteratively on their smartphone while the call continues.
Customer
Step 1
Calls Emirates — multi-pax booking
Live voice call connected to agent
→
Step 5
Opens VIVR SMS link
Taps link on smartphone during call
→
Step 6
Enters passenger names
First & last name per passenger, one screen each
→
Step 7
Confirms all entries
Summary screen — confirm or go back to fix
Genesys Cloud
Step 2
Agent identifies complex booking
Multi-passenger itinerary on live call
→
Step 3
Agent triggers VIVR
Initiates SMS from Genesys agent desktop
→
Step 8
All names received
Passenger names pushed as Genesys session attributes
SMS / BT
Step 4
Secure VIVR link dispatched
BT triggers SMS via Emirates Gateway — unique one-time link
Agent
Step 9
All names on desktop
Agent copies each passenger name into ResConnect booking system
Customer VIVR screen journey (on smartphone)
Passenger 1
Enter traveller #1
First name
Last name
Next →
Screen 1
Passenger 1
→
Passenger 2
Enter traveller #2
First name
Last name
Next →
Screen 2
Passenger 2
→
Passenger 3
Enter traveller #3
First name
Last name
Next →
Screen 3
Passenger 3
→
Summary
1. John Smith ✓
2. Sarah Smith ✓
3. Tom Smith ✓
2. Sarah Smith ✓
3. Tom Smith ✓
Confirm ✓
← Go Back to Fix
Summary
Confirm or fix
Confirmed passenger data → agent
Passenger 1
John Smith ✓
Passenger 2
Sarah Smith ✓
Passenger 3
Tom Smith ✓
Agent copies names to ResConnect
Optional fields — subject to Emirates DPO approval
Date of birth
Pending DPO
Email address
Pending DPO
Passport number
Pending DPO
Fields built into VIVR form. Activatable upon DPO approval — no re-development required.
Flow logic
Passenger screens repeat dynamically per traveller count
Confirmation summary always shown before submission
"Go Back to Fix" supported — no data loss
Voice call remains active and queue position retained
Agent-initiated — agent controls VIVR trigger timing
🔧Responsibilities: BT configures the Genesys agent desktop to display a "Send VIVR" button and triggers SMS via Emirates Gateway. Emirates configures the SMS Gateway with the unique VIVR link. Zappix builds the dynamic multi-passenger VIVR form and API push. BT configures Genesys to receive and display all passenger names. BT and Zappix jointly configure and test the API.
Use Case 03 · Inbound Call — Agent Initiated
Chauffeur Drive Service Request
During a live call, the agent needs to capture the customer's pick-up address for Emirates Chauffeur Drive Service (CDS). The agent triggers a VIVR link. The customer uses their smartphone GPS to drop a pin or enters the address manually. The confirmed address and coordinates are returned to the agent desktop.
Step 1
Customer calls re: chauffeur
Live call — requests CDS pick-up
›
Step 2
Agent triggers VIVR
Initiates chauffeur VIVR link from Genesys desktop
›
Step 3
SMS link sent
BT triggers SMS via Emirates Gateway — secure one-time link
›
Chauffeur Pickup
📍 My Location
Next →
Step 4
Customer enters pickup
GPS pin or manual address
›
Step 5
Customer confirms address
Reviews summary screen and confirms pick-up location
›
Step 6
Data on agent desktop
Full address + coordinates in Genesys session — agent copies to CDS
📍 Path A — GPS Pin Drop
Customer's device GPS auto-populates location on map. Customer reviews pin, drags to adjust if needed, taps Confirm. Coordinates and resolved address sent to Genesys.
OR
⌨️ Path B — Manual Address Entry
If GPS is unavailable or customer prefers typing. Address and City fields presented. Customer types full pick-up address. Submitted and passed to agent.
Chauffeur Pickup
📍 My Location
Next →
Screen 1
GPS pin-drop
→
Manual Entry
If GPS not correct
Street Address
City
Next →
Screen 2
Manual fallback
→
Confirm Pickup
Garhoud Area
opp. Terminal 3
Dubai UAE
25.24°N, 55.37°E
opp. Terminal 3
Dubai UAE
25.24°N, 55.37°E
Confirm ✓
Change location
Screen 3
Confirm address
→
✓ Submitted
Your agent has your
pick-up details.
pick-up details.
Screen 4
Confirmation
Data captured → agent desktop
Full address
Street + area
City
Dubai (example)
GPS lat/long
25.24°N, 55.37°E
Input method
GPS pin / Manual
Agent pastes formatted address into CDS — no verbal dictation required
Key capabilities
GPS auto-populates — zero typing needed
Manual address fallback if GPS unavailable
Customer can drag and correct pin on map
Confirmation screen before submission
Works worldwide on any smartphone
Voice call active throughout — no queue loss
🔧Responsibilities: BT configures the agent desktop VIVR trigger button and SMS dispatch via Emirates Gateway. Emirates configures the SMS Gateway. Zappix builds the GPS map + manual address VIVR app and API push to Genesys. BT configures Genesys to receive and display address data. BT and Zappix jointly configure and test the API.
Use Case 04 · Outbound Email — No Call Required
Disrupted Passenger Intent Capture
The existing LiveChat link in Emirates flight disruption notification emails is replaced with a Zappix VIVR link. The customer taps the link, enters their PNR, selects their disruption handling intent, and chooses a contact channel. Intent data flows to Genesys — no inbound call needed to start the session.
✉️
Trigger: Emirates Flight Disruption Notification Email
Customer receives flight disruption notification. The existing "LiveChat" link is replaced with a Zappix VIVR link. Customer taps link on any device — VIVR session starts in their browser. No inbound call to the contact centre is required.
Emirates Email Campaign
EK configures VIVR link in email
Zappix VIVR session
No inbound call
Step 1
Disruption email received
Emirates outbound — VIVR link replaces LiveChat
›
Step 2
Customer taps VIVR link
Unique secure link — launches Zappix VIVR in phone browser
›
Step 3
PNR & name captured
Customer enters booking reference to begin session
›
Step 4
Intent captured
Customer selects disruption handling preference
›
Step 5
Routing decision
Genesys routes on intent + Skywards tier
›
Step 6
Agent receives intent
Full intent data on agent desktop before interaction begins
Step 4 — Intent options shown on VIVR (customer selects one)
Flight Disruption Help
Your flight EK202 has been disrupted. What would you like to do?
✈ Rebook my flight
🌐 Self-serve online
🎧 With a consultant
⏸ Leave ticket open
💰 Cancel + refund
Intent screen
✈️ Rebook my flight
Customer wants a new flight. VIVR captures preferred travel dates. Data passed to agent in Genesys disruption queue for back-office processing.
→ Genesys disruption queue
🌐 Self-serve (online rebooking tool)
Customer directed to Emirates online rebooking tool. Intent recorded for back-office visibility. No agent required.
→ Self-service redirect
🎧 Rebook with a consultant
Customer wants human assistance. Intent + PNR + name passed to Genesys. Customer presented with contact channel options (see below).
→ Channel selection screen
⏸ Leave ticket open — act later
No immediate action. Ticket remains open. Intent recorded. Confirmation sent to customer.
→ Confirmed, no action
💰 Cancel + full refund (incl. EMDs)
Customer selects full refund. Data captured for back-office refund processing. No call required.
→ Back-office refund queue
If "with consultant" selected — customer chooses contact channel
📞
Call centre
VIVR initiates call to Genesys disruption queue with intent pre-attached
🔄
Request callback
Customer selects country + number. Genesys schedules callback with intent
💬
Live chat
Opens Genesys Agent Chat with pre-populated intent context
📱
WhatsApp
Platinum & Gold Skywards members only — tier resolved by Genesys
🔧Responsibilities: Emirates configures the disruption notification email to embed the unique VIVR link (replacing LiveChat). Zappix builds the intent-capture VIVR app, all branching logic, and API push to Genesys. BT configures Genesys routing rules based on intent and Skywards tier. BT and Zappix jointly configure and test the API. BT configures Genesys agent desktop to display intent data before the interaction begins.
Section 03 · Systems & Responsibilities
Architecture & Responsibility Breakdown
Four systems working together with clearly defined ownership. BT as System Integrator is responsible for the Genesys configuration layer and the API integration with Zappix.
British Telecom (BT)
System Integrator
Configuration lead
Configures Genesys Cloud IVR — call answering, IVR scripting, and SMS dispatch trigger. Also configures Genesys to receive VIVR data and display it on agent desktop. Sets up and tests APIs with Zappix.
Emirates Airlines
Airline / Client
SMS Gateway & Email
Configures the SMS Gateway to send the unique VIVR link to customers (UC1/2/3). For UC4: configures the disruption notification email to embed the VIVR link in place of the existing LiveChat URL.
Zappix
Visual IVR Provider
VIVR app & API
Builds all four Visual IVR applications, UI/UX, data capture logic, and form validation. Configures the API to push captured data to Genesys Cloud. Sets up and tests APIs with BT.
Genesys Cloud
CX Platform
Data hub & routing
Receives all VIVR session data via API (BT configured). Handles IVR call routing, queue management, agent desktop display, and tier-based routing (UC4 WhatsApp for Platinum/Gold).
Implementation Responsibility by Phase
Section 04 · Business Case
Value Propositions
Why Visual IVR transforms the Emirates contact centre across these four use cases.
01
Eliminate Verbal Data Errors
Name spelling, PNR digits, and addresses captured directly by the customer eliminate agent transcription errors. Customer types their own data — accuracy is guaranteed because they verify it before submitting.
02
Reduce Average Handle Time
Agents receive structured, pre-validated data on their desktop before they even say "hello." No verbal spelling-out of PNRs. No address dictation. Handle time drops because the agent goes straight to resolution, not data collection.
03
Digital While Still on the Call
The customer completes structured tasks digitally without hanging up. They stay in the voice queue, stay connected to the agent, and the agent sees the data arrive in real time — creating a seamless hybrid voice + digital experience.
04
Disruption at Scale — No Call Needed
UC4 lets disrupted passengers self-declare their intent via email link without calling. Back-office teams action refunds and rebookings from structured data. Call centre demand during disruptions is significantly reduced.
05
Works Worldwide — Any Smartphone
Zappix VIVR opens in the customer's mobile browser from an SMS or email link. No app download, no account creation. Works on iOS and Android, in any country, on any carrier — consistent with Emirates' global customer base.
06
Scalable to Future Use Cases
The Zappix + Genesys + BT architecture established for these four use cases is extensible. Additional VIVR flows — check-in, upgrade requests, Skywards queries — can be deployed on the same integration foundation with no re-architecture.