Story
Genesys
LidlLidl Runs Customer Support with Genesys
Lidl, a consumer staples organization in Germany, uses Predictive Engagement from Genesys to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Capability | Customer support stays visible to adjacent teams through Predictive Engagement |
| Capability | Support agents work from the same Predictive Engagement record for support tickets |
| Capability | Support tickets can be reviewed without waiting on a personal export |
Story
Lidl did not need another dashboard that nobody opened. It needed customer support to move. In Germany, support agents already knew where support tickets went wrong: too many copies, too little ownership, and a close process that waited on the loudest inbox.
Predictive Engagement from Genesys is now in that path. Genesys is a contact center and customer experience platform used to route voice, digital, and AI-assisted conversations. The company treats it as production tooling for customer support, which is why support agents live in it rather than exporting from it once a quarter.
Lidl can show how support tickets is handled today. That is the value: a repeatable way to run customer support on software the rest of the industry already recognizes.
