SAN FRANCISCO--(BUSINESS WIRE)--Genesys (www.genesys.com), the market leader in omnichannel customer experience (CX) and contact center solutions, today announced the best practice web event titled, “Moving Beyond Queue-Based Routing for Smart Customer Service.” The August 19 webinar will feature Genesys customer experience experts Chris Horne, senior manager of product marketing, and Charles Godfrey, senior principal business consultant, sharing best practices for delivering smart customer ser