Story
Genesys
DataRobotDataRobot Extends Outbound Across Omnichannel Service
DataRobot, an information technology organization in the United States, uses Outbound 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 Outbound |
Story
DataRobot did not need another dashboard that nobody opened. It needed omnichannel service to move. In the United States, contact center teams already knew where contact center routing went wrong: too many copies, too little ownership, and a close process that waited on the loudest inbox.
Outbound from Genesys is now in that path. Genesys is a contact center and customer experience platform used to route voice, digital, and AI-assisted conversations. The company treats it as production tooling for omnichannel service, which is why contact center teams live in it rather than exporting from it once a quarter.
DataRobot can show how contact center routing is handled today. That is the value: a repeatable way to run omnichannel service on software the rest of the industry already recognizes.
