Story
Genesys
Severn TrentSevern Trent Standardizes Support Tickets on Genesys
Severn Trent, a utilities organization in the United Kingdom, uses Genesys AI from Genesys to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Capability | Support tickets can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for support tickets |
| Capability | Customer support stays visible to adjacent teams through Genesys AI |
Story
Utilities work at Severn Trent spans more than one site, even when headquarters sits in the United Kingdom. Support tickets was splitting across regional habits. Support agents asked for a shared way to run customer support 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. Severn Trent 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 The story is about operating change, not an unpublished percentage.
