Story
Genesys
SymriseSymrise Modernizes Support Tickets with Genesys
Symrise, a materials organization in Germany, uses Genesys Cloud CX from Genesys to support customer support for support agents.
Symrise uses Genesys Cloud CX to track conversations across channels without losing the thread.
“From Germany, materials 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 |
|---|---|
| Capability | Named workflow replaces ad hoc routing for support tickets |
| Capability | Customer support stays visible to adjacent teams through Genesys Cloud CX |
| Capability | Support agents work from the same Genesys Cloud CX record for support tickets |
Story
Symrise grew support tickets faster than the local tools around it. From Germany, materials 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. Symrise 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.
