707 Genesys Testimonials

“We wanted to harmonize the call center and customer interaction processes, reduce the internal support and vendor support expenses, optimize the IT landscape, tune up the data exchange processes inside the call center, and enhance the customer service. All these tasks were solved with the help of Genesys solutions.”

"When we started the process of placing the customer in the center, we noticed that we were not going to be able to do it with the Avaya solution we had."

“The marriage of the TELUS culture plus Genesys technology creates the exceptional agent experience and customer experience that we strive for.”

"One of the main benefits we have working with such a multinational company is taking advantage of its international experiences, so we can get good examples of what we can become."

"With Genesys, the company virtualized all servers, replaced its obsolete infrastructure and continued adding new IVR functionalities, such as advanced agent measurement and control tools for users."

"PureCloud is successful for us because it’s kind of an all-in-one solution and when we got it working, we could take it to scale."

"The Genesys solutions have contributed significantly to the growth of our business in the past year. By now, we have more than 800 routing strategies and more than 4,000 agents working on the system."

"BSN has the people and the processes, but we need to have a consistent technology that can support our expansion plans. The Genesys solution is not only able to support our requirements today but it’s also in line with our vision for tomorrow."

"The Genesys product that we’ve been using is the PureConnect platform mainly the softswitch solution and the cloud solution. Across the board, it has been good and has good stability."

"Following our PureConnect deployment, we saw an increase in average call response time of 10%. Shorter wait times have helped us improve the customer experience."

"Genesys handles high volume elegantly, delivers an experience that requires low effor, and makes it easy for us to make changes on the fly."

"Our customers want to engage digitally—and choose how, when and where they do that."

"We introduced Genesys True Omnichannel Routing so that customers always get fast access to the right agents. This was instrumental in our winning the best and most efficient contact center award nine times in a row."

"We manage hundreds of agents and hundreds of numbers, yet because of the ease of use of the PureConnect platform, we’re doing that with just one dedicated administrator. It’s really unheard of, and as a result, it has saved us hundreds of thousands of dollars annually."

"We’ve created a virtualized, multichannel contact center environment. As we fly to new destinations, we immediately connect those destinations into our virtual contact center."