638 Genesys Testimonials

“We’ve grown social media traffic by 25%, while simultaneously reducing agent staffing costs by 15%.”

"Genesys Cloud is so user-friendly that the team is on track to build IVRs, which they couldn’t do before. They always had to log IT tickets before. Now we can do this ourselves and it’s been a real game changer for us and the team."

“Agents are able to handle 30% more requests now.”

"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."