Story
Genesys
ClearbitClearbit Runs Omnichannel Service with Genesys
Clearbit, an information technology organization in the United States, uses Predictive Engagement from Genesys to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Capability | Contact center routing can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for contact center routing |
| Capability | Omnichannel service stays visible to adjacent teams through Predictive Engagement |
Story
Clearbit 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 Predictive Engagement put omnichannel service on Genesys. Genesys is a contact center and customer experience platform used to route voice, digital, and AI-assisted conversations. Clearbit 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.
