Story
Genesys
AtkinsRealisAtkinsRealis Adopts Genesys for Customer Support
AtkinsRealis, an industrials organization in Canada, uses Outbound from Genesys to support customer support for support agents.
AtkinsRealis uses Outbound to track conversations across channels without losing the thread.
“Inside AtkinsRealis, customer support used to depend on whoever still had the latest file.”
“Support agents needed a system that would still make sense after the original project team moved on.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for support tickets |
| Capability | Customer support stays visible to adjacent teams through Outbound |
| Capability | Support agents work from the same Outbound record for support tickets |
Story
Inside AtkinsRealis, customer support used to depend on whoever still had the latest file. That pattern is common in industrials groups working out of Canada. Support agents needed a system that would still make sense after the original project team moved on.
AtkinsRealis uses Outbound from Genesys as the working layer for support tickets. Genesys is a contact center and customer experience platform used to route voice, digital, and AI-assisted conversations. The practical change is simple: customer support has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What AtkinsRealis gets from Genesys is a durable place to run customer support and a way for support agents to see the same support tickets at the same time.
