Story
Genesys
Anglo AmericanAnglo American Brings Support Tickets onto Genesys
Anglo American, a materials organization in the United Kingdom, uses Workforce Engagement from Genesys to support customer support for support agents.
Genesys is how Anglo American keeps support tickets visible to people who have to act on it.
“Materials work at Anglo American spans more than one site, even when headquarters sits in the United Kingdom.”
“Support agents asked for a shared way to run customer support without freezing local judgment.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Capability | Customer support stays visible to adjacent teams through Workforce Engagement |
| Capability | Support agents work from the same Workforce Engagement record for support tickets |
| Capability | Support tickets can be reviewed without waiting on a personal export |
Story
Materials work at Anglo American 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 (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. Anglo American 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 The story is about operating change, not an unpublished percentage.
