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.
Shared Predictive Engagement workspaces help Zillow Group keep customer support honest across teams.
“From the United States, real estate teams still had to serve customers and internal partners who expected a straight answer.”
“Genesys is a contact center and customer experience platform used to route voice, digital, and AI-assisted conversations.”
Independent write-up. Figures come from public sources or are illustrative.
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.
