638 Genesys Testimonials

“The analytics we get from PureCloud have transformed the way we manage resource scheduling, reporting, and other important daily tasks.”

"Genesys Cloud has helped the City of Edmonton increase portfolio penetration by over 100% and improve our collections revenue by over $600,000 from the year before."

“I really love working with Genesys, because they share the same passion with us, for customer service.”

"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 being able to provide meticulous service that could meet the specific customers’ needs and demands for each region; being able to reduce the time it took to make arrangements to deploy customer engineers for on-site repairs; being able to improve the accuracy in conveying information about repairs or arrangement of necessary parts."

"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. It’s more personal."

“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 organization, so those experiences are very important to us."

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

“PureCloud has helped us easily access the tools that are key to meet our remote-banking operational goals.”