"What stood out about Genesys was the ease of adapting the platform to fit our needs. The ease of integrating with other third-party systems such as Salesforce, as well as the user-friendly interface, really caught our attention."
“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 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.”
"After adopting the Genesys solution, there were big improvements to our service. Our customer satisfaction increased by about 2%, and our first contact resolution rate increased by about 3%."
"Our customers enjoy a friendlier and more convenient experience on their own terms. And our teams can do what they do best provide great service and build relationships."
"A robust, cost-effective and agile contact center plays a pivotal role in creating the competitive differentiation and brand loyalty so important to enterprise success in rapidly evolving markets."
"We’ve seen strong demand and have a growing pipeline for contact center as a service with the PureEngage platform."
"Genesys consultants helped identify opportunities by sharing best practice examples and putting together a high-level plan with realistic next steps."
"We knew how important it was to reach the customer first time. Every missed connection was another drain on productivity. Now, we don’t have this problem."
"Since we started using Genesys, our average handle times have decreased by 25.58%. This is because our expectations were met and we managed to automate numerous processes that formerly required considerable manual effort."
"With PureCloud, we have continuous visibility into our contact center’s performance at a glance."
"With PureCloud, our phones arrived Monday and we were live on Friday. We deployed in exactly one week."
"We couldn’t monitor marketing campaign feedback or return on investment."
"We started seeing the value very quickly."
"Integrating PureConnect with our CRM and backend systems was literally half a day’s work."
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