“We went to other global providers, but they didn’t quite understand our needs. We wanted to build strong bonds with our customers and develop interpersonal relations with them.”

“All the enhancements Genesys Cloud brings, plus our Immersion Center, has led us to a new stage where we’re more ready than ever to deliver increased rates of continuous improvement, both for our employees and our customers.”

"Genesys is the 'Swiss Army Knife' of call routing, allowing us to grow to unlimited skill sets, virtual queues and reporting to meet evolving business requirements. We feel secure knowing that when business users come to us with one-off, maybe even atypical requests, we can lean on rich functionality from …

“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."

“We were able to successfully integrate the Genesys/Rogers voice, text and chat contact center with the iCarol clinical CRM application. This resulted in award-winning technology that continues to help our trained responders save lives and provide suicide prevention and support coast-to-coast-to-coast.”