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.
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.
