Story
Genesys
Edwards LifesciencesEdwards Lifesciences Runs Customer Support with Genesys
Edwards Lifesciences, a health care organization in the United States, uses Predictive Engagement from Genesys to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because support tickets has a clear owner |
| Risk and compliance | Predictive Engagement is the governed place support agents use for customer support |
| Capability | New joiners can see how customer support actually runs |
Story
Edwards Lifesciences grew support tickets faster than the local tools around it. From the United States, health care 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. Edwards Lifesciences 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.
