707 Genesys Testimonials

"After adopting the Genesys solution, there were big improvements to our service. Our customer satisfaction increased by about 2%, and our first contact resolution rate increased by about 3%."

“Bpost needed the deployment of a flexible IVR solution to enable our businesses to respond quickly to changing needs, and to inform customers immediately of well-known circumstances impacting bpost services. At the same time, we wanted a smart tool to further develop intelligent call steering and self-service functionality, providing a customer experience that we could fully understand and manage.”

"We can reveal the actual paths that donors would take across channels over time, and not just how we wanted them to do it, but the way they actually did. We’ve been able to see how donor behavior impacts our key performance indicators like revenue, lifetime value, conversion, churn and retention. Pointillist has enabled us to improve business performance and drive better donor experiences as well."

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

“We were introduced to PureCloud and immediately became intrigued. The idea of open APIs and omnichannel interactions, without dealing with hosting, was very attractive. It had a great roadmap and the price wasn’t bad either.”

“We have to ensure our teams follow correct process and give the most accurate information and best advice every time. That’s a lot easier now we have intelligent routing, call recording and workforce planning in the same solution.”

"We’ve chosen the Genesys offering for its rich capabilities, the simplicity of implementation, flexibility and seamless CRM integration support. Genesys solutions have met our demands in the best possible way."

“There are several benefits to buying a service; we simply do not need to monitor the development in the same way as before. Our supplier does that for us, and that guarantees that our telephony solution will be continuously upgraded, which obviously saves us a great deal of time.”

“The PureCloud chat feature has been one of the big game changers. Agents are more motivated because they can easily collaborate with team leaders and support each other in real time.”

“Choosing PureCloud was absolutely the right decision. We can give our clients what they need now and accelerate new services in the future.”

"In six months, we completely transformed our operational model a great challenge but, with Genesys, we managed it."

“Moving to a cloud-based solution offered obvious benefits such as better scalability, mobility and resilience.”

"We only had 15 weeks to establish the organization to when we had to take our first call. We needed a really agile partner and the Genesys team came through, delivering on time and on budget."

"PureCloud gives us more freedom to go after new markets with substantially less downtime, maintenance, hardware, training and licensing costs."

“Genesys has made us more efficient with the data that’s being captured. It allows us to do a lot of reporting based on the standard reports. From those reports we are able to automate some of those data feeds into our customer experience dashboard that allows us to understand the customer in all the journeys that will touch Lenovo.”