Story
Genesys
SeagenSeagen Uses Workforce Engagement for Customer Messaging
Seagen, a health care organization in the United States, uses Workforce Engagement from Genesys to support product communications for product and growth teams.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for customer messaging |
| Capability | Product communications stays visible to adjacent teams through Workforce Engagement |
| Capability | Product and growth teams work from the same Workforce Engagement record for customer messaging |
Story
Health Care work at Seagen spans more than one site, even when headquarters sits in the United States. Customer messaging was splitting across regional habits. Product and growth teams asked for a shared way to run product communications without freezing local judgment.
Genesys (Workforce Engagement) is what they standardized on. Genesys is a contact center and customer experience platform used to route voice, digital, and AI-assisted conversations. Seagen uses it as the system of record for customer messaging, with product and growth teams as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
