Story
Genesys
QantasGenesys Supports Customer Support at Qantas
Qantas, an industrials organization in Australia, uses Genesys Cloud CX from Genesys to support customer support for support agents.
Qantas uses Genesys Cloud CX to track conversations across channels without losing the thread.
“From Australia, industrials 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 support tickets has a clear owner |
| Productivity | Handoffs in customer support sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Genesys Cloud CX is the governed place support agents use for customer support |
Story
Qantas grew support tickets faster than the local tools around it. From Australia, industrials 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 Genesys Cloud CX put customer support on Genesys. Genesys is a contact center and customer experience platform used to route voice, digital, and AI-assisted conversations. Qantas 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.
