Story
Genesys
PetronasPetronas Uses Workforce Engagement for Support Tickets
Petronas, an energy organization in Malaysia, uses Workforce Engagement from Genesys to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because support tickets has a clear owner |
| Productivity | Handoffs in customer support sit in a shared queue instead of a mailbox trail |
| Capability | New joiners can see how customer support actually runs |
Story
Energy work at Petronas spans more than one site, even when headquarters sits in Malaysia. Support tickets was splitting across regional habits. Support agents asked for a shared way to run customer support without freezing local judgment.
Genesys (Workforce Engagement) is what they standardized on. Genesys is a contact center and customer experience platform used to route voice, digital, and AI-assisted conversations. Petronas uses it as the system of record for support tickets, with support agents 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 The story is about operating change, not an unpublished percentage.
