“My team dealt with a lot of aggression and morale was down. Callbacks have really helped both team morale and customer satisfaction, Between that, and the sense of security that we won’t lose people at their most vulnerable time, our interactions are more positive from the get-go. It’s been a …

“Waiting times have been halved, with a two-thirds reduction in dropped calls. Average call duration is just two-and-a-half minutes.”

“The fact that this works so well is also due to the fact that our customer uses humanized bots, which are not even perceived as complete automation by a good proportion of customers."

“We highly value the reliability of the Genesys system that achieves almost 100% of functionality as a voice infrastructure, and its flexibility that realizes our vision of customer service.”

“The biggest benefit of Genesys Speech Analytics is establishing a Quality Management function without having to staff a whole department.”

“Personal focuses on the Customer Experience. A positive customer experience with the company is a priority, which is why we are constantly looking to innovate and transform through the use of cutting edge technology in order to provide solutions to customers from first contact.”

“The nice thing about PureCloud is that it’s intuitive. So, there was no need for intensive agent training or bulky user guides. Everyone quickly adapted to the new tools."

“Calls used to last about 20 minutes on average. The majority are now resolved first time and dealt with in less than four minutes.”

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

“Genesys PureConnect Cloud has given us true virtualization. As an example, during a recent ice storm we were able to have our agents work at home, thus preventing any interruption to customer service.”

“PureCloud has given us new intelligence about agents and the caller journey from start to finish, which has enabled us to improve performance and workflows. Combined, this has led to an increase in sales of about 20%.”

“Managers are keen to integrate their workstreams because our results to date have been so compelling.”

“Although it was important to increase efficiency, our aspirations didn’t stop there. We wanted to enhance every aspect of the customer experience by improving our organizational performance from end to end.”

“When they use chat, they see the advisor’s picture. If they call, Genesys intelligence means they usually speak to someone in the same village or town who knows their local situation. So it always feels personal.”

“We can see what the customer is doing—for example, which web pages they are browsing—and ensure their inquiry is always routed to the best agent, either at the local branch or our central contact center.”