707 Genesys Testimonials

"We have evaluated leading products in the contact center industry to find one that would fit our objectives. We’ve chosen the Genesys Customer Experience Platform for simplicity of implementation, way of thinking and working, and good integration with our Siebel CRM system."

"We were impressed by the Genesys Cloud omnichannel roadmap and the ease of integrating it with our IVR system and operational processes."

"Before Genesys our agents answered calls completely blind. Now, with the links to Salesforce we can identify if an incoming caller has input their FCT reference number, and now have access to all the information they need for that transaction. It’s massively reduced triage time — and our agents love it."

“IPA has helped us cost-effectively root out the source of our inefficiencies, which has resulted in the kind of consistent, positive customer experience that drives repeat business and referrals.”

“By closely observing and anticipating customer behaviors, we can intercept potential problems before they impact service quality. That simply wasn’t possible before.”

“Genesys was a natural choice. Not only was their reputation impeccable, but they also met all our technical criteria. Stability and reliability were key factors.”

“Genesys has given us a toolbox that allows us to react to changing market conditions and be proactive in making changes to the IVR; also for our sales people who come to us with new ideas to help them in their activities, we can introduce a pilot with their ideas on the same day. In the past it would take several days.”

“Bpost needed the deployment of a flexible IVR solution to enable our businesses to respond quickly to changing needs, and to inform customers immediately of well-known circumstances impacting bpost services. At the same time, we wanted a smart tool to further develop intelligent call steering and self-service functionality, providing a customer experience that we could fully understand and manage.”

“Using IPA, we can now capture prospect information more efficiently and accurately, while answering customer questions more quickly. Combined, this has given us a major competitive advantage.”

“Genesys has proven that it’s receptive to our needs by creating things like a Credit Union User Group to better understand the requirements and priorities of our industry. Working hand-in-hand like that makes an already great offering unbeatable.”

“One of the great things about PureConnect is that it can grow with us incrementally – no major forklift upgrades or complex integration.”

“From a coaching perspective, the ability to record and monitor calls has been a tremendous benefit. PureConnect is so easy to use, line supervisors can spend more time working with the agents and giving performance feedback.”

“In addition to meeting everything on our list of requirements, PureConnect was the most cost- effective solution. The Genesys contract included upgrades to the solution, which is something most companies didn’t want to include.”

“With full integration between sites we’ve improved agent collaboration and boosted customer service levels.”

“We decided on Genesys because they have a superior product and a local connection. It was the natural choice.”