Story
GenesysByMyCell Standardizes Support Tickets on Genesys
ByMyCell, an information technology organization in the United States, uses Genesys AI from Genesys to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Capability | Customer support stays visible to adjacent teams through Genesys AI |
| Capability | Support agents work from the same Genesys AI record for support tickets |
| Capability | Support tickets can be reviewed without waiting on a personal export |
Story
ByMyCell is based in the United States and runs information technology operations at a scale where support tickets cannot live in side channels. Support agents were reconciling competing copies of the same work, which slowed customer support and hid who owned the next step.
The company runs customer support on Genesys, with Genesys AI as the product support agents actually open. Genesys is a contact center and customer experience platform used to route voice, digital, and AI-assisted conversations. For ByMyCell, that means support agents can open one workflow, see support tickets, and let neighboring teams join without inventing a parallel stack.
Public materials confirm the companies and products. They do not always publish a single verified KPI for this pairing, so the outcome here is operational: clearer ownership, fewer stalled handoffs, and a shared record for support tickets.
