Story
Genesys
GladlyGladly Runs Omnichannel Service with Genesys
Gladly, an information technology organization in the United States, uses Predictive Engagement from Genesys to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because contact center routing has a clear owner |
| Productivity | Handoffs in omnichannel service sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Predictive Engagement is the governed place contact center teams use for omnichannel service |
Story
Gladly did not need another dashboard that nobody opened. It needed omnichannel service to move. In the United States, contact center teams already knew where contact center routing 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 omnichannel service, which is why contact center teams live in it rather than exporting from it once a quarter.
Gladly can show how contact center routing is handled today. That is the value: a repeatable way to run omnichannel service on software the rest of the industry already recognizes.
