Story
Genesys
CMS EnergyGenesys Supports Customer Support at CMS Energy
CMS Energy, a utilities organization in the United States, uses Genesys Cloud CX from Genesys to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Capability | Support tickets can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for support tickets |
| Capability | Customer support stays visible to adjacent teams through Genesys Cloud CX |
Story
CMS Energy is based in the United States and runs utilities 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 Cloud CX 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 CMS Energy, 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.
