Story
Genesys
CMA CGMHow CMA CGM Runs Omnichannel Service on Genesys AI
CMA CGM, an industrials organization in France, uses Genesys AI from Genesys to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Capability | Contact center teams work from the same Genesys AI record for contact center routing |
| Capability | Contact center routing can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for contact center routing |
Story
Industrials work at CMA CGM spans more than one site, even when headquarters sits in France. 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. CMA CGM 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 The story is about operating change, not an unpublished percentage.
