Story
Genesys
OmnicomHow Omnicom Runs Product Communications on Genesys AI
Omnicom, a communication services organization in the United States, uses Genesys AI from Genesys to support product communications for product and growth teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because customer messaging has a clear owner |
| Productivity | Handoffs in product communications sit in a shared queue instead of a mailbox trail |
| Capability | New joiners can see how product communications actually runs |
Story
Omnicom is based in the United States and runs communication services operations at a scale where customer messaging cannot live in side channels. Product and growth teams were reconciling competing copies of the same work, which slowed product communications and hid who owned the next step.
The company runs product communications on Genesys, with Genesys AI as the product product and growth teams actually open. Genesys is a contact center and customer experience platform used to route voice, digital, and AI-assisted conversations. For Omnicom, that means product and growth teams can open one workflow, see customer messaging, and let neighboring teams join without inventing a parallel stack.
Public materials confirm the companies and products. They do not always publish a single verified KPI for this pairing, so the outcome here is operational: clearer ownership, fewer stalled handoffs, and a shared record for customer messaging.
