“We’ve invested in improving our customer experience across all our touchpoints. This has led us to invest in new website solutions, mobile applications and, of course, a contact center that allows us to offer a communication channel with a distinct experience for our customers.”

“We’ve seen significant improvement in agent efficiency since introducing Genesys Cloud Work Automation to capture, assign, and monitor work items, particularly for smarter case handling and overdue payment collections.”

“The positive influence of the new technologies that we’ve developed with Genesys is obvious. We’re seeing this in the statistics, but what’s really impressive and what’s nice is that we’re also seeing—and hearing—it in customer feedback.”

“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.”

"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.”