Story
Genesys
Zillow GroupZillow Group Runs Customer Support with Genesys
Zillow Group, a real estate organization in the United States, uses Predictive Engagement from Genesys to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Capability | Support tickets can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for support tickets |
| Capability | Customer support stays visible to adjacent teams through Predictive Engagement |
Story
Zillow Group grew support tickets faster than the local tools around it. From the United States, real estate teams still had to serve customers and internal partners who expected a straight answer. Support agents were the ones stitching the picture together by hand.
Rolling out Predictive Engagement put customer support on Genesys. Genesys is a contact center and customer experience platform used to route voice, digital, and AI-assisted conversations. Zillow Group keeps the product in the path where work already happens, so support agents do not context-switch into a graveyard system used only for audits.
The visible result is steadier customer support. Support tickets is easier to inspect, and adjacent groups can join support agents without a guided tour of someone's desktop.
