Story
Genesys
AtkinsRealisAtkinsRealis Adopts Genesys for Customer Support
AtkinsRealis, an industrials organization in Canada, uses Outbound from Genesys to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for support tickets |
| Capability | Customer support stays visible to adjacent teams through Outbound |
| Capability | Support agents work from the same Outbound record for support tickets |
Story
Inside AtkinsRealis, customer support used to depend on whoever still had the latest file. That pattern is common in industrials groups working out of Canada. Support agents needed a system that would still make sense after the original project team moved on.
AtkinsRealis uses Outbound from Genesys as the working layer for support tickets. Genesys is a contact center and customer experience platform used to route voice, digital, and AI-assisted conversations. The practical change is simple: customer support has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What AtkinsRealis gets from Genesys is a durable place to run customer support and a way for support agents to see the same support tickets at the same time.
