Story
Genesys
Choice HotelsHow Choice Hotels Runs Omnichannel Service on Genesys AI
Choice Hotels, a consumer discretionary organization in the United States, uses Genesys AI from Genesys to support omnichannel service for contact center teams.
Choice Hotels asked for a cleaner operating picture of contact center routing. Genesys is what they run.
“Consumer Discretionary work at Choice Hotels spans more than one site, even when headquarters sits in the United States.”
“Contact center teams asked for a shared way to run omnichannel service without freezing local judgment.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Productivity | Handoffs in omnichannel service sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Genesys AI is the governed place contact center teams use for omnichannel service |
| Capability | New joiners can see how omnichannel service actually runs |
Story
Consumer Discretionary work at Choice Hotels spans more than one site, even when headquarters sits in the United States. Contact center routing was splitting across regional habits. Contact center teams asked for a shared way to run omnichannel service without freezing local judgment.
Genesys (Genesys AI) is what they standardized on. Genesys is a contact center and customer experience platform used to route voice, digital, and AI-assisted conversations. Choice Hotels uses it as the system of record for contact center routing, with contact center teams as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
