638 Genesys Testimonials

"We expected traffic spikes and knew call scripts and handling instructions could change by the hour. Genesys Cloud CX coped with absolutely everything thrown our way."

“Thanks to Genesys, we were able to set up exclusive points of contact right after the Gear East Japan Earthquake and other exclusive points of contact for customers over a one-day span. We were able to put all necessary center operations into action immediately.”

“We’ve retired four legacy systems, further reducing cost and maintenance burden.”

“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.”