Story
Genesys
PendoHow Pendo Runs Customer Support on Genesys AI
Pendo, an information technology organization in the United States, uses Genesys AI from Genesys to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Productivity | Handoffs in customer support sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Genesys AI is the governed place support agents use for customer support |
| Capability | New joiners can see how customer support actually runs |
Story
Information Technology work at Pendo spans more than one site, even when headquarters sits in the United States. Support tickets was splitting across regional habits. Support agents asked for a shared way to run customer support without freezing local judgment.
Genesys (Genesys AI) is what they standardized on. Genesys is a contact center and customer experience platform used to route voice, digital, and AI-assisted conversations. Pendo uses it as the system of record for support tickets, with support agents as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
