638 Genesys Testimonials

"The versatility of the cloud-based model truly empowered us to be highly effective by helping us elevate our external customer experience and optimize our internal organizational processes."

“Due to mergers and acquisitions, we had a landscape of different customer support systems with different focus, forming a barrier for us to improve customer experience and efficiency, We needed to establish a clear omnichannel roadmap and consolidate on the system side. We were at that point missing an efficient workforce management system, so it was hard to see into workloads, especially with our outsourced partners. So, we decided to create one global platform through a single investment that would benefit all parts of the business.”

"With Genesys, we have report flexibility, indicators in real time and panels of activities that allow us to make adjustments very rapidly. As a practical tool, it helps the daily work routine and ensures the agent’s focus on providing a good service to the client, without wasting time and energy with difficult-to-use tools."

"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.”

“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."