"Proactively sending appointment reminders via SMS has not only helped our cable client streamline installation processes, but also increased their customer satisfaction levels. Genesys provides deep expertise and mobile best practices to ensure our outbound messaging remains compliant."

“We’ve seen a 5% improvement year-over-year in customer ease. Other results include a 9% reduction in average handle times and a 4% improvement in first call resolution. This has led to a 4% increase in customer satisfaction scores.”

"Telstra Contact Centre Genesys Cloud CX has only been live for three months since implementation in December 2019, and the team has already experienced significant improvements in operational efficiency, staff efficiency and customer experience."

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

“When a call comes in, the agent invariably knows who the customer is, where they’re calling from and their company’s travel policy. So, they can greet them by name and will already have a good idea why they’re calling. For example, they’ll know if they’ve missed a connection or a …

"Omnichannel is very crucial for customers' experience. The good thing about PureConnect is the flexibility to adjust or adapt to omnichannel."

“The PureConnect solution beat out the other two companies because of initial cost, installation time and its rich interface. We ended up going with the PureConnect platform, and I think it was a good choice overall because it was easy to integrate with existing systems, while the modules are flexible …

"Seventy percent of our current business is inbound, and we cannot do it without Genesys."

"Calls used to last about 20 minutes on average. The majority are now resolved first time and dealt with in less than four minutes.”

"Seventy percent of our current business is inbound, and we cannot do it without Genesys. In the past, we lagged with technology, but now we’re leading with it thanks to new capabilities gained through PureCloud."

"By using AI, we can automate the manual tasks and use people elsewhere to create value for the company."

“Genesys is quite professional — both Genesys personnel and the system are very good. We are happy to work with Genesys. It makes renting simple and enjoyable.”

“Genesys PureConnect gives us stability and ensures all interactions always reach us. We have confidence in the platform, because so much is invested in innovation and development.”

"Within one month, we were able to set up the platform, connect it and go live. Now we’ve been using it to everyone’s satisfaction for over a year and a half."

"I can’t imagine working without PureCloud anymore. It tells you a lot about your performance what you’re doing, as well as how you rate in your work."