Story
Genesys
FigmaFigma Runs Product Communications with Genesys
Figma, an information technology organization in the United States, uses Predictive Engagement from Genesys to support product communications for product and growth teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because customer messaging has a clear owner |
| Risk and compliance | Predictive Engagement is the governed place product and growth teams use for product communications |
| Capability | New joiners can see how product communications actually runs |
Story
Figma grew customer messaging 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. Product and growth teams were the ones stitching the picture together by hand.
Rolling out Predictive Engagement put product communications on Genesys. Genesys is a contact center and customer experience platform used to route voice, digital, and AI-assisted conversations. Figma keeps the product in the path where work already happens, so product and growth teams do not context-switch into a graveyard system used only for audits.
The visible result is steadier product communications. Customer messaging is easier to inspect, and adjacent groups can join product and growth teams without a guided tour of someone's desktop.
