“The virtual customer experience has to equal the one they get at the branch. That means providing fast access to experts and consistent, personalized service across all touchpoints—web, mobile, and social media.”

“Our on-premises solution was adding complexity. The admin effort involved in managing 15 servers was stretching our modest IT team. We also knew that achieving full redundancy and giving agents remote access so they could cover out-of hours would have meant significant investment. Running our contact center in the cloud …

"This transformation has led to substantial cost savings, seamless migrations, and the introduction of innovative features and capabilities, all while prioritizing customer satisfaction and efficient agent interactions."

“We regard this new platform as a key component of our strategy to become a powerful, cutting edge, and particularly customer-friendly multi-channel bank.”

"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.”