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.
Shared Predictive Engagement workspaces help Edwards Lifesciences keep customer support honest across teams.
“From the United States, health care 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 |
|---|---|
| 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.
