638 Genesys Testimonials

“About 95% of agents are pleased with the Genesys application. Overall agent satisfaction is riding high at around 1.5—where one is best and five is worst.”

“Bpost needed the deployment of a flexible IVR solution to enable our businesses to respond quickly to changing needs, and to inform customers immediately of well-known circumstances impacting bpost services. At the same time, we wanted a smart tool to further develop intelligent call steering and self-service functionality, providing a customer experience that we could fully understand and manage.”

“Across the board, Genesys provided the customer experience platform that we needed to really see PayPal move to the next level. It was a huge game changer.”

“We now have much greater insight into agent utilization. Using real-time data we can see whether increased customer demand can be absorbed by existing agents, rather than adding unnecessary headcount and expense.”

“We’re one of the first companies to make such a major change with an IMS and SIP integration. Thanks to the support by Genesys Professional Services and the great collaboration between the two companies, we were able to implement this new system very smoothly.”

“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.”

“Jointly Intrarom and Genesys help us enhance differentiation. Withoutthat, we would find it difficult to win.”

“The unparalleled know-how of Genesys to consolidate the systems made it easy to allocate licenses to mobile and landline agents to save cost.”

“We wanted to invest in our people, to help them continuously improve their performance, upsell and cross-sell more effectively. That meant finding ways to uncover skills gaps and speed-up essential knowledge transfer.”

“Genesys provided us with great cost and time-savings in creating this solution that is now a must-have for so many of our customers.”

“After one week, Genesys Enterprise Workload Management already had people thinking about what they could do to improve. That is success in itself.”

“Genesys improved our ability to provide the same high level of service in our virtual contact center that customer have come to expect in our stores.”

“Genesys enables us to be pioneering, to drive a more positive customer experience and engagement.”

“We realized we had hit on a winning formula even before we got the test results, because we had agents outside the pilot group wanting to use the system.”

“Overall, it was a great experience. Our new solution meets and exceeds our requirements.”