Story
Genesys
Jet2Jet2 Adopts Genesys for Omnichannel Service
Jet2, an industrials organization in the United Kingdom, uses Outbound from Genesys to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for contact center routing |
| Capability | Omnichannel service stays visible to adjacent teams through Outbound |
| Capability | Contact center teams work from the same Outbound record for contact center routing |
Story
Inside Jet2, omnichannel service used to depend on whoever still had the latest file. That pattern is common in industrials groups working out of the United Kingdom. Contact center teams needed a system that would still make sense after the original project team moved on.
Jet2 uses Outbound from Genesys as the working layer for contact center routing. Genesys is a contact center and customer experience platform used to route voice, digital, and AI-assisted conversations. The practical change is simple: omnichannel service has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What Jet2 gets from Genesys is a durable place to run omnichannel service and a way for contact center teams to see the same contact center routing at the same time.
