"The most significant impact of using iWD is our ability to reach out and proactively talk to our customers through different communication methods. Customers are calling me by name when they call in and I know who they are. It’s a fantastic feeling, and it’s not just one touch anymore. …

“The PureCloud chat feature has been one of the big game changers. Agents are more motivated because they can easily collaborate with team leaders and support each other in real time.”

“It allows us to provide a great customer service experience and achieve a much higher customer satisfaction score. Working with Genesys DX to develop Ask Poli has helped us demonstrate to our customers how Fannie Mae is keeping up with technology advances to provide them with an enhanced level of …

“The tools enable me to do my job efficiently and accurately, giving customers the answers they need and solving their problems.”

“PureConnect has all the features we need, and we never have to worry about upgrading. It also saved us network resources. It lets us focus on what we do best, which is providing customized contact center services delivered by smart, talented CSRs who happen to have disabilities.”

“We want to enhance the customer experience more and more at Jawwal, and Genesys gives us the means to do that.”

“The move to Genesys has enhanced our go to market IVR services. It provides a simple-to-use application development platform.”

“Making sure our agents have all the customer information at their fingertips has cut average handling time by 13% and increased first call resolution by 21%.”

“Using our Genesys platform to make better use of staff and their different skill sets has contributed to a 20% reduction in risk overall.”

“We are looking forward to moving complicated offline transactions to online and paperless to complete the closed circle of online transactions. We are confident Genesys can best meet our business needs and we look forward to growing with Genesys for a win-win business success."

“In our process of testing, we evaluated all the major technologies with a fair evaluation in-house, and found Genesys to be far superior to any other technology.”

“The benefits go way beyond what we originally anticipated. We can automate workflows and plan our resources more easily. So, queue times are shorter, and customers are served sooner.”

“Satisfaction has rocketed from 40% to 75%. And we manage very differently now. We do everything in real time and no longer have to make decisions based on yesterday’s data.”

“Thanks to PureConnect, we’ve seen more than a threefold increase in our capacity to make outbound calls, which has improved our borrower outreach effectiveness.”

“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.”