Story
Genesys@
Coca-Cola Europacific Partners
Coca-Cola Europacific Partners Standardizes Contact Center Routing on Genesys
Coca-Cola Europacific Partners, a consumer staples organization in the United Kingdom, uses Genesys AI from Genesys to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because contact center routing has a clear owner |
| Risk and compliance | Genesys AI is the governed place contact center teams use for omnichannel service |
| Capability | New joiners can see how omnichannel service actually runs |
Story
Consumer Staples work at Coca-Cola Europacific Partners spans more than one site, even when headquarters sits in the United Kingdom. Contact center routing was splitting across regional habits. Contact center teams asked for a shared way to run omnichannel service without freezing local judgment.
Genesys (Genesys AI) is what they standardized on. Genesys is a contact center and customer experience platform used to route voice, digital, and AI-assisted conversations. Coca-Cola Europacific Partners uses it as the system of record for contact center routing, with contact center teams as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
