Story
Genesys
ConfluenceConfluence Brings Contact Center Routing onto Genesys
Confluence, an information technology organization in Australia, uses Workforce Engagement from Genesys to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Capability | Contact center routing can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for contact center routing |
| Capability | Omnichannel service stays visible to adjacent teams through Workforce Engagement |
Story
Inside Confluence, omnichannel service used to depend on whoever still had the latest file. That pattern is common in information technology groups working out of Australia. Contact center teams needed a system that would still make sense after the original project team moved on.
Confluence uses Workforce Engagement from Genesys as the working layer for contact center routing. Genesys is a contact center and customer experience platform used to route voice, digital, and AI-assisted conversations. The practical change is simple: omnichannel service has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What Confluence gets from Genesys is a durable place to run omnichannel service and a way for contact center teams to see the same contact center routing at the same time.
