Story
Genesys
easyJeteasyJet Modernizes Contact Center Routing with Genesys
easyJet, an industrials organization in the United Kingdom, uses Genesys Cloud CX from Genesys to support omnichannel service for contact center teams.
Industrials teams at easyJet treat Genesys as the working layer for omnichannel service.
“From the United Kingdom, industrials teams still had to serve customers and internal partners who expected a straight answer.”
“Genesys is a contact center and customer experience platform used to route voice, digital, and AI-assisted conversations.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because contact center routing has a clear owner |
| Productivity | Handoffs in omnichannel service sit in a shared queue instead of a mailbox trail |
| Capability | New joiners can see how omnichannel service actually runs |
Story
easyJet grew contact center routing faster than the local tools around it. From the United Kingdom, industrials teams still had to serve customers and internal partners who expected a straight answer. Contact center teams were the ones stitching the picture together by hand.
Rolling out Genesys Cloud CX put omnichannel service on Genesys. Genesys is a contact center and customer experience platform used to route voice, digital, and AI-assisted conversations. easyJet keeps the product in the path where work already happens, so contact center teams do not context-switch into a graveyard system used only for audits.
The visible result is steadier omnichannel service. Contact center routing is easier to inspect, and adjacent groups can join contact center teams without a guided tour of someone's desktop.
