Story
Genesys
TotalEnergiesGenesys at TotalEnergies: Customer Messaging
TotalEnergies, an energy organization in France, uses Predictive Engagement from Genesys to support product communications for product and growth teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Handoffs in product communications sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Predictive Engagement is the governed place product and growth teams use for product communications |
| Capability | New joiners can see how product communications actually runs |
Story
TotalEnergies grew customer messaging faster than the local tools around it. From France, energy teams still had to serve customers and internal partners who expected a straight answer. Product and growth teams were the ones stitching the picture together by hand.
Rolling out Predictive Engagement put product communications on Genesys. Genesys is a contact center and customer experience platform used to route voice, digital, and AI-assisted conversations. TotalEnergies keeps the product in the path where work already happens, so product and growth teams do not context-switch into a graveyard system used only for audits.
The visible result is steadier product communications. Customer messaging is easier to inspect, and adjacent groups can join product and growth teams without a guided tour of someone's desktop.
