Story
Genesys
SkyscannerGenesys at Skyscanner: Support Tickets
Skyscanner, a consumer discretionary organization in the United Kingdom, uses Predictive Engagement from Genesys to support customer support for support agents.
Skyscanner uses Predictive Engagement to track conversations across channels without losing the thread.
“From the United Kingdom, consumer discretionary 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 | Handoffs in customer support sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Predictive Engagement is the governed place support agents use for customer support |
| Capability | New joiners can see how customer support actually runs |
Story
Skyscanner grew support tickets faster than the local tools around it. From the United Kingdom, consumer discretionary teams still had to serve customers and internal partners who expected a straight answer. Support agents were the ones stitching the picture together by hand.
Rolling out Predictive Engagement put customer support on Genesys. Genesys is a contact center and customer experience platform used to route voice, digital, and AI-assisted conversations. Skyscanner keeps the product in the path where work already happens, so support agents do not context-switch into a graveyard system used only for audits.
The visible result is steadier customer support. Support tickets is easier to inspect, and adjacent groups can join support agents without a guided tour of someone's desktop.
