638 Genesys Testimonials

"As soon as a customer enters a local branch and takes a ticket from the system it notifies Genesys Outbound Contact Manager, which places a call with their portfolio manager. They then phone the customer’s mobile to see if there’s anything they can help with."

"The Genesys solutions give us a great opportunity to take the business forward and to offer new routes of communication to our customers that match their changing expectations. Genesys has allowed us to build a highly responsive and fully compliant customer service environment, which is delivering excellent quality of service to our customers."

"We felt PureEngage offered the safest, shortest path to omnichannel and digital transformation. Prior to that, we had the usual problems like systems going end-of-life, lack of support and inability to customize. Having two different platforms meant we couldn’t get a complete view of customer interactions or agent performance and training needs."

“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.”

“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.”