638 Genesys Testimonials

"The Network Readiness Assessment brought to light some network issues that we had no idea existed – had we not done the assessment before going live, we surely would have suffered downtime."

"We chose Genesys because we found in them a company that wanted to work with us, and a company that shared our values and our ambition. Their technical know-how together with their customer centricity seemed to us a perfect combination and allowed us to bring our customers closer to a switch at the end of the day is exactly what we want to achieve."

"Thanks to Genesys, we’ve reduced our 'average speed-of-answer' by thirty seconds. In our business this is a big deal ― a classic win-win, both for the corporation and our customers."

“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.”

“For the first time, we’ve got a system that delivers everything as promised, and it worked from day one. The more they use it, the more they like it.”