638 Genesys Testimonials

"We’ve seen strong demand and have a growing pipeline for contact center as a service with the PureEngage platform."

“We believe customers should be able to contact us on their own terms—choosing where, when and how.”

"We’ve seen a two-point jump in NPS, which shows you can introduce conversational AI without sacrificing the customer experience. This innovation was always about being able to better service customers on the channel of their choice, which for many is still voice."

"Genesys was chosen because of its modular, open platform, that allows high level management."

“Investing in contact center technology added value to our brand and helped consolidate the mixed social security system in Uruguay.”

“We went to other global providers, but they didn’t quite understand our needs. We wanted to build strong bonds with our customers and develop interpersonal relations with them.”

“The Genesys Customer Experience Platform has greatly improved customer service efficiency and our ability to handle more calls.”

“By routing calls from customers from those restaurants to selected agents, we get customer feedback that helps us resolve any issues before we go into full sale.”

“The introduction of skills-based routing not only reduced call time for orders and the agent training period, but also enabled us to achieve the best service for each and every customer.”

“With skills-based routing, we can route calls to match the skill level of the agents, and we have reduced the training period by 50%. Moreover, since we can connect customers to the agents who have the best skills, we are able to increase customer satisfaction.”

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

“We’ve grown social media traffic by 25%, while simultaneously reducing agent staffing costs by 15%.”

“IST was the chosen partner to implement and integrate Genesys omnichannel solution with our bespoke applications, thanks to their local experience and support in KSA. It helped us to optimize and adapt the solution perfectly to our business requirements”

“Replacing traditional IVR with the new app’s graphic IVR is a major success. Customers now reach the menu faster and get help quicker. What’s more, we’ve been able to boost the productivity of our contact center without impacting service quality. In fact, we’ve actually improved it.”

“We will continue to find new ways to put Genesys technology to work, The value it provides means it will remain a key foundation for our entire operation.”