638 Genesys Testimonials

“This transformation process has been a quantum leap for Telefónica. Leadership must be measured in terms of market share, customer satisfaction and loyalty. And we have delivered on all three of these indicators.”

“When they use chat, they see the advisor’s picture. If they call, Genesys intelligence means they usually speak to someone in the same village or town who knows their local situation. So it always feels personal.”

"The Genesys architecture is game changing. It lends itself to hosting and cloud deployment, and the functionality means that we can implement it in a way that helps agents do their job well, rather than constrain them with a bunch of rules. So, to produce our SaaS offering for Jetstar, we clearly needed to put Genesys at the heart of the platform."

"There’s a story about a mother on Twitter who had broken her antique ABN AMRO money box. It was 20-years-old and one of her son’s favorite items. Our agent picked up the Tweet, found a copy of the box in our archives, and sent it to her. She was absolutely delighted."

"We knew we would have to overcome the limitations of a silobased approach to communications channels, and gain a complete view of all customer interactions, so anyone in any team could pick up where a previous employee had left off."

"Our agents and team leaders find the Genesys platform easy to use and efficient, and they greatly prefer it to other systems they have used in previous jobs."

"Genesys is enabling us to realize our vision quickly and comprehensively. We are confident in our ability to continue innovating and delivering exceptional customer experiences."

"We were saving a minimal amount a couple of years ago. Now we’re well into a million dollars of annual savings per brand."

"Genesys, with support from e-Contact, is helping us to meet our vision of being the best contact center in Chile in terms of innovation, productivity and service quality."

"Because Genesys Enterprise Workload Management enables us to eliminate errors and delays by automatically assigning tasks to exactly the right person based on their expertise, the consistency, accuracy, and quality of our work has been greatly improved, and has created a lot of savings in terms of man-hours."

"Thanks to Genesys Enterprise Workload Management, the efficiency in processing transactions has been enhanced. We’re getting more done, and also elevating our overall customer service levels."

"We really appreciated the collaboration and the value added by Genesys."

"Across our outsourced estate, and including virtualization and contract reviews, the measures enabled by our adoption of Genesys have saved us €3 million per annum."

‘In the past we had to maintain our PBX system. We needed Nortel engineers to service the equipment. Today we manage all our maintenance in house and the cost has fallen by 30%”

“Belgacom DIS prides itself on its ability to find the telephone number that a caller is seeking. We can find the telephone number even if you only know a little bit about the company. Say you are looking for a particular locksmith somewhere in Antwerp, there is a good chance we can find it.”