"We gave our retail staff a crash course in Genesys Cloud CX, then set up rules to tightly control which types of calls they received."

“We didn’t want to buy a roadmap; we wanted to buy functionality that’s actually in place today.”

“Using artificial intelligence means we can give instant responses to common questions, for example those related to baggage allowances, check-in procedures, new fare types, online bookings, and traveling with infants and children.”

"We started seeing the value very quickly."

"Integrating PureConnect with our CRM and backend systems was literally half a day’s work."

"Before IPA, our agents couldn’t give residents specifics about how their maintenance requests would be handled. The agent would simply take a message and begin calling maintenance providers with no particular process or timeline for resolving the problem."

"We chose Genesys for a number of reasons. We could see the market wasn’t very mature, so we focused on big companies offering high availability and the ability to add new channels. We need voice and email today, but might want others in the future such as web chat and …

"Not only is Genesys making customers’ lives better and simpler, but they’re helping us set new goals in the customer service industry. With Genesys, nothing is impossible and there are still so many things to explore."

"Customer expectations aren’t very high when they ring a call center, but they are pleased and surprised that we respond so quickly and easily."

"We have evaluated leading products in the contact center industry to find one that would fit our objectives. We’ve chosen the Genesys Customer Experience Platform for simplicity of implementation, way of thinking and working, and good integration with our Siebel CRM system."

"They’re master integrators. Genesys can integrate across any platform, with any product suite. That’s a major plus, because we didn’t have to rip out all of our servers and IVRs to make it work."

"We’re not a huge contact center by most measures, but when we have questions or ideas, Genesys is quick to respond. This sense of urgency sends a clear message that our importance isn’t based on the number of seats we occupy or money we spend. Their responsiveness, along with superior …

"Due to the country’s economic conditions, many of our customers are financially moderate. They love their phones but there is a real danger that they may overspend on them. On top of this, literacy levels are low, so an SMS that warns them that they are close to their limit, …

"The way Genesys approached this problem says a lot about their collaborative attitude. It’s not just about how good a vendor is in the beginning–it’s about how they respond to problems throughout the life of the partnership."

"We think everyone should be taking advantage of the cost and quality of service benefits we’ve seen."