Story
Genesys
RunwayHow Runway Runs Omnichannel Service on Genesys AI
Runway, an information technology organization in the United States, uses Genesys AI 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 |
| Capability | New joiners can see how omnichannel service actually runs |
Story
Runway is based in the United States and runs information technology operations at a scale where contact center routing cannot live in side channels. Contact center teams were reconciling competing copies of the same work, which slowed omnichannel service and hid who owned the next step.
The company runs omnichannel service on Genesys, with Genesys AI as the product contact center teams actually open. Genesys is a contact center and customer experience platform used to route voice, digital, and AI-assisted conversations. For Runway, that means contact center teams can open one workflow, see contact center routing, 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 contact center routing.
