“With the Genesys IVR we’ve achieved cost savings equivalent to 6.2 FTE [100 agents in total in the call centre].”

“Within 60 days of launching, we actually reduced cost to serve by 40%, while increasing our average NPS from 25 to 55.”

"We always had a satisfactory experience with Genesys and when we needed a CTI solution we did not hesitate to look back."

“Our customers are shifting from voice to digital interactions. Omnichannel innovation gives customers easier ways to do business, like self-service and web chat.”

“Now, when a customer calls, our agents greet them in person because they can see their name, address and previous orders and preferences.”

“Thankfully for 29 years our company and its products have gained the trust of our valued clients. Those customers deserve our appreciation along with the latest tools and technology to provide the most professional care.”

“PureConnect has had a dramatic effect by reducing the number of steps required to deploy a new phone from about 10 steps to just three. This has saved us both time and money.”

“It’s very important for us to be able to make changes to the system easily and we make most of the changes we need through the Genesys solution.”

“With today’s market dynamics, society is at an age of transformation. All of these developments impact Atento’s business model. This is where Genesys helps us link all these developments together, providing a differentiated customer experience.”

“We carefully defined selection criteria and a rating scale, putting all options through a meticulous, fair evaluation. Genesys Contact Center Modernization ticked every box.”

“Our employees love the PureConnect and Salesforce integration because it saves them time, and information is at their fingertips. As a result, we’ve increased sales efficiencies and improved customer service.”

“PureConnect all-in-one architecture has enabled us to support both our PBX and ACD users company-wide via a single administrative interface, which has significantly simplified system management for increased operational efficiencies.”

“In contrast to its competitors, Genesys offered a comprehensive, single-platform architecture, which meant we wouldn’t have to work with multiple vendors for PBX, ACD, recording and other telephony features, Plus, we could accomplish our goal of consolidating systems company-wide.”

“With Genesys, I can measure everything. We have halved the waiting times for phone calls and e-ticket answers. So less people abandoned the queue. And our agents are 15% more productive.”

“Our customers increasingly expect to be able to interact with our agents through multiple communication channels – whenever and wherever – and to switch seamlessly between them.”