Story
Genesys
CGICGI Runs Omnichannel Service with Genesys
CGI, an information technology organization in Canada, uses Predictive Engagement from Genesys to support omnichannel service for contact center teams.
CGI runs omnichannel service on Genesys so ownership is obvious when work stalls.
“From Canada, information technology teams still had to serve customers and internal partners who expected a straight answer.”
“Genesys is a contact center and customer experience platform used to route voice, digital, and AI-assisted conversations.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because contact center routing has a clear owner |
| Risk and compliance | Predictive Engagement is the governed place contact center teams use for omnichannel service |
| Capability | New joiners can see how omnichannel service actually runs |
Story
CGI grew contact center routing faster than the local tools around it. From Canada, information technology teams still had to serve customers and internal partners who expected a straight answer. Contact center teams were the ones stitching the picture together by hand.
Rolling out Predictive Engagement put omnichannel service on Genesys. Genesys is a contact center and customer experience platform used to route voice, digital, and AI-assisted conversations. CGI keeps the product in the path where work already happens, so contact center teams do not context-switch into a graveyard system used only for audits.
The visible result is steadier omnichannel service. Contact center routing is easier to inspect, and adjacent groups can join contact center teams without a guided tour of someone's desktop.
