Story
Genesys
SeagateSeagate Modernizes Contact Center Routing with Genesys
Seagate, an information technology organization in the United States, uses Genesys Cloud CX from Genesys to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for contact center routing |
| Capability | Omnichannel service stays visible to adjacent teams through Genesys Cloud CX |
| Capability | Contact center teams work from the same Genesys Cloud CX record for contact center routing |
Story
Seagate grew contact center routing faster than the local tools around it. From the United States, information technology teams still had to serve customers and internal partners who expected a straight answer. Contact center teams were the ones stitching the picture together by hand.
Rolling out Genesys Cloud CX put omnichannel service on Genesys. Genesys is a contact center and customer experience platform used to route voice, digital, and AI-assisted conversations. Seagate keeps the product in the path where work already happens, so contact center teams do not context-switch into a graveyard system used only for audits.
The visible result is steadier omnichannel service. Contact center routing is easier to inspect, and adjacent groups can join contact center teams without a guided tour of someone's desktop.
