Story
Genesys
Illinois Tool WorksGenesys at Illinois Tool Works: Support Tickets
Illinois Tool Works, an industrials organization in the United States, uses Predictive Engagement from Genesys to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for support tickets |
| Capability | Customer support stays visible to adjacent teams through Predictive Engagement |
| Capability | Support agents work from the same Predictive Engagement record for support tickets |
Story
Illinois Tool Works did not need another dashboard that nobody opened. It needed customer support to move. In the United States, support agents already knew where support tickets went wrong: too many copies, too little ownership, and a close process that waited on the loudest inbox.
Predictive Engagement 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 customer support, which is why support agents live in it rather than exporting from it once a quarter.
Illinois Tool Works can show how support tickets is handled today. That is the value: a repeatable way to run customer support on software the rest of the industry already recognizes.
