Computacenter connects people, data, AI and workflows across its end-to end Service Desk journey with Genesys Cloud, helping prevent more issues, resolve more needs autonomously and equip its people to deliver better outcomes.
55% of interactions
fully automated
48% reduction
in agent attrition
~10% improvement
in first-contact resolution
Computacenter continually improves its global services to deliver smarter, more efficient experiences for customers and employees alike. As part of this activity, the company identified that its legacy on-premises customer experience (CX) platform needed to be replaced with a platform that aligned to their ambition.
This ambition went beyond replacing technology. Computacenter wanted to transform the service experience by reducing effort for customers and their employees, improving the working experience for Service Desk teams, lowering cost-to-serve and creating a service that continually learns. The Genesys Cloud™ platform became the digital backbone of that model, connecting interactions with ServiceNow, Nexthink and the wider Microsoft ecosystem.
The results have been significant: 55% of interactions are now handled autonomously, while early Agent Copilot deployments have reduced average handle time by about 13%. First-contact resolution has improved 5–10% on queues using Predictive Routing and up to 10% with Agent Copilot. For one customer, journey optimizations improved customer effort by 17%, measured through fewer touchpoints per resolved issue. And following the introduction of Genesys Cloud, the agent attrition rate has decreased by 48%.
These improvements have delivered measurable benefits for customers, employees and service operations. In recognition of this innovation and impact, Computacenter earned the 2026 Genesys Orchestrators Innovation Award for Experience Orchestration Excellence.
“Winning the Experience Orchestration Excellence award recognizes the work our teams have done to make AI-powered support a reality for our customers, helping them create better employee experiences and achieve meaningful business outcomes,” said Julie O’Hara, Managing Director, Group Managed Services, at Computacenter.
“Winning the Experience Orchestration Excellence award recognizes the work our teams have done to make AI-powered support a reality for our customers, helping them create better employee experiences and achieve meaningful business outcomes.”
Julie O’Hara
Managing Director, Group Managed Services, Computacenter
The methodology Computacenter uses for transforming user experience is designed around the end-to-end user journey. A user can engage with support through the communication channel in which they work with colleagues every day, whether that’s through their intranet, or via their mobile device, chat applications, voice, email or a corporate collaboration tool, like Microsoft Teams or Google. AI virtual agents provide an always-on digital front door, answer common questions, gather information and perform automated actions where possible.
If the journey needs human support, Genesys passes the interaction context into the human agent experience. They can see what the user has already tried, access relevant user and device information through integrated systems, and use Agent Copilot for knowledge recommendations, summaries and wrap-up assistance. Predictive Routing directs the interaction to the resource most likely to achieve the right outcome. Where further technical expertise is required, the journey and its context continue without forcing the user to start again.
This same connected model extends beyond inbound support, identifying where users experience friction so that proactive notifications and automation can address emerging demand before the user feels the need to engage. A single global platform supports consistent operations and enables the company’s location strategy, including centralised teams and auto-translation for multilingual service delivery.
“We believe that the best Service Desk is the one you never need to contact. We strive to eliminate issues proactively but, when support is needed, make it as seamless and frictionless as possible,” said Joel Anderson, Service Desk Product Manager at Computacenter.
“We believe that the best Service Desk is the one you never need to contact. We strive to eliminate issues proactively but, when support is needed, make it as seamless and frictionless as possible.”
Joel Anderson
Service Desk Product Manager, Computacenter
At Computacenter, autonomous support does not end when an interaction closes. Every journey creates insight that feeds its Experience Management Office (XMO), which connects three streams of data: operational data from Genesys Cloud and ServiceNow, technical data from Nexthink, and experience data including sentiment and user feedback.
“Rather than just reporting on metrics, the XMO has operationalized Genesys data into clear, decision ready Innovation and Optimization packs. The packs translate the data into tangible actions for service leaders. This has been recognized by customers who see the value not just in the data, but in how it is used,” said Yomi Akinsanya, Director, Digital Experience Services at Computacenter.
Instead of simply measuring whether an IT service technically worked, Computacenter can understand how the experience affected the person using it then determine where intervention, automation or journey redesign could create greater value.
Knowledge management further strengthens the experience by giving agents and virtual assistants access to accurate, context-aware information for faster resolution while preserving human expertise for more complex interactions.
Together, this creates a continuous improvement cycle: connect experience data, identify friction, redesign the journey, automate where appropriate and measure the resulting value.
Customers are pleased with the transformation. “I’m impressed with the insights and actions shared in the Innovate and Optimize packs provided by XMO. It’s exactly the type of information needed,” said the Head of Service Experience at one retail customer.
“Rather than just reporting on metrics, the XMO has operationalized Genesys data into clear, decision ready Innovation and Optimization packs. The packs translate the data into tangible actions for service leaders.”
Yomi Akinsanya
Director, Digital Experience Services, Computacenter
The new service model is translating into measurable value across customer experience, employee productivity and operational efficiency.
With Journey Management and Predictive Routing helping optimize journeys and connect users with the right agent, customers now reach resolutions more effectively. On queues where it was enabled, Predictive Routing has helped Computacenter achieve a 5–10% improvement in first-contact resolution (FCR).
Genesys Cloud, powered by AWS, has helped the company modernize its customer experience technology while upholding its commitment to sustainability and resilience. AWS matches all the electricity its global operations consume with 100% renewable energy sources.
This shift to the Genesys Cloud platform has enabled Computacenter to reduce the number of on-premises servers and increase remote working flexibility — leading to a reduction in CO2e in line with its sustainability goals.
Computacenter is continuing to expand agentic virtual agent capabilities that can understand a need, take action across systems and complete more of the service journey. Its long-term direction is clear: fewer avoidable tickets, more autonomous resolution, better-equipped people and a service that continually learns from every experience.
By aligning strategy, process, people, metrics and governance around end-to-end journeys, Computacenter has made AI-powered experience orchestration an operational reality. Customers and their employees receive support that feels connected and increasingly proactive. Service Desk employees gain the tools and insight to perform at their best. And customers see measurable improvements in experience, productivity and cost-to-serve.
To learn more about the solutions featured in this case study, visit www.genesys.com.
