"We made the strategic decision to partner with Genesys over other vendors. This choice was driven by the industry-leading reputation, comprehensive feature set and proven track record of Genesys. In a competitive market, Genesys stood out for its ability to meet our specific requirements and deliver a unified solution."

"We wanted to evolve our infrastructure into a next-generation system that could be quickly adapted to address the changing customer landscape."

"We decided to implement the Genesys solution because its flexibility matched our business requirement very closely. It is also robust, highly scalable and, of course, more cost effective."

"Working with Genesys helps our agents to have a more effective way of managing calls and the solution integrates well with other solutions. We’re able to get attached data in a very efficient and seamless manner, so it’s very easy."

“Not only has Genesys enabled us to consolidate our previously disconnected channels into an integrated platform, it has considerably reduced the total cost of ownership for our company. We strive to provide the best experiences for our customers and look forward to continuing to build our brand with Genesys in …

“We had an environment where, even if you called us every day, we wouldn’t have known who you were. Today, we know who you are, the parcel that you’re calling about, the status of that parcel, and when it will be delivered in nearly real-time. It’s a real market differentiator.”

“Our relationship with Genesys has always been extremely close. We’ve always felt highly supported by the Genesys team, not just during buying cycles. It is unlike any other relationship we have.”

“Success depends on our ability to scale to meet customers’ expectations, and we have a great partner in Genesys, who can turn things around on a dime and support this growth."

“Working with Genesys, we’re convinced that the Genesys platform is definitely advanced and reliable to support our growth.”

“Before implementing the cloud model, calls were assigned to specific outsourcers who were often swamped while others sat idle. The cloud has enabled us to load share call volumes based on outsourcer availability, improving customer service and satisfaction.”

“This technological shift has enabled us to create our own views and search information online, enhancing our management capabilities without having to rely on third-party vendors for information, and making the day-to-day operations easier.”

“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.”

“Before we had Genesys Speech Analytics, misclassification of calls was causing us to mistakenly discard over half a million dollars in revenue per year.”

“Previously, we had no way of knowing if agents were asking for email addresses, so Speech Analytics played a big role in doubling our email collection efforts.”

“Genesys has helped us to be rock stars in our industry. We are on the leading edge of offering technical capabilities to meet our customer needs. In some cases, we’re three to four years ahead of our peers.”