“We needed to have a platform in place that would be agile and easy to work with. We required that level of flexibility to make sure that everything would come together as one cohesive solution and to move away from fragmentation and inefficiencies.”

"Genesys Cloud gives us the tools we need to engage with our patients more effectively and make every interaction that much better."

“The Crossnet team powered by Genesys is fully committed and always ready to help. Their main asset is their people, who are knowledgeable about best practices application and platform capabilities.”

"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."

"Our agents would often start calls by apologizing. They don’t have to do that now because our customers are less stressed and frustrated."