"We wanted to get more hands-on and self-serve, rather than keep relying on slow and costly external support."

"Our business analysts have better data and reports than ever. We are now able to see the impact of price changes and sales campaigns on our bottom line, which we could not before."

"Genesys is one of the few companies that embodies its brand promise almost entirely. Put simply, the majority of functions are implemented just the way we expected them to be."

"We paired two centers in same location boundaries for backup and set up two offices in the Eastern and Western regions to complement the tasks of the area contact centers. Through this effort, we succeeded in improving service levels and business sustainability."

"We had placed importance on connectivity for initial responses and had two centers in the Eastern and Western regions of Japan in order to be able to take repair requests from all over the country. However, along with the progress of the times, we started facing new issues, such as …

"All negotiators are equal in terms of the value they bring. Now, they can collaborate effectively on dialer campaigns, irrespective of location."

"Customers are identified and authenticated upfront, so the agent doesn’t need to ask again for their personal details. Also, because it’s a chat and people are on the go, they’re more focused and to the point."

"There are insights about both tasks and staff that allow me to achieve optimum results and alter the behaviour of staff."

"The most significant impact of using iWD is our ability to reach out and proactively talk to our customers through different communication methods. Customers are calling me by name when they call in and I know who they are. It’s a fantastic feeling, and it’s not just one touch anymore. …

“The business benefits far outweigh the costs of migration.”

“Tasks come into call queues and are automatically pushed to the most appropriately-skilled agents, giving supervisors much better performance visibility.”

“I called the customer back to tell him all the details and called again on the installation day to make sure everything went okay. The customer was delighted and said we’d surpassed his expectations. It’s those moments that make it all worthwhile.”

“Our customers’ expectations have increased tremendously. This is where omnichannel experience comes into play.”

"One of the big keys to success for us was our ability to manage and measure our business at a whole different level. We've got more insight at our fingertips than we could ever think of having before. And that helps us manage our experience for customers. We're an obsessed …

"Service quality and cost can lever the company to new baselines. It’s a process of continuously changing and innovating."