638 Genesys Testimonials

"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."

"With Genesys we now have remote agents logging in virtually as if they were in the call center. Walking through issues and quickly helping agents in the field was the most attractive to us and Genesys delivers that."

"Around 24% of clients now interact with some form of AI capability with 35,000 conversations enhanced through intent and voice recognition alone. We’ve seen support and admin drop by as much as 70%, for a marked reduction in agent overheads."

“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.”

“Despite our youth, we know that customer engagement is essential to delivering value. The technology behind PureCloud gives us what we need for an effective customer engagement strategy without draining resources.”