638 Genesys Testimonials

"Working with Genesys helps our agents to have a more effective way of managing calls and the solution integrates well with other solutions. We’re able to get attached data in a very efficient and seamless manner, so it’s very easy."

“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.”

“With the Genesys IVR we’ve achieved cost savings equivalent to 6.2 FTE [100 agents in total in the call centre].”

“We had a traditional telephony system that used old technology. We saw no future in only developing the telephony side; we needed a broader solution.”

"We manage our campaigns with the same number of people. But now they’re twice as effective, with more dials and successful contacts."

“The real passion for this business is evident in everyone you speak with at Genesys. Whether it’s a sales executive, an engineer or a customer care representative–and that’s what keeps me coming back."

"Our new solution creates the flexibility we were looking for, and we now have a system that manages all incoming calls and queues in a single, very user-friendly, interface. And, it is a system we can grow with."

"We chose PureCloud as our platform as we knew that it was the next phase of where MyBudget is going and where we're really wanting to get to. Having a cloud-based solution can really help amplify any type of business. I fully believe that by implementing PureCloud and using it to help with our clients' interactions, by being able to route differently than what we've been doing before, by being able to have real quality interactions that would help and benefit our clients. That's why we chose PureCloud."

"Our clients expect to connect how and when they want via phone, messaging and social media. So, we’re always looking to give them even better omnichannel journeys."

“With 85% of all inquiries handled by AI, we’re able to lower customer effort and get greater productivity by joining up previous transactions, regardless of which channel the customer used.”

“Now the contact center only accounts for 10% of my job, and we seldom receive trouble tickets. So, I can devote more time to other priorities like looking after our network and security.”

“Our on-premises solution was adding complexity. The admin effort involved in managing 15 servers was stretching our modest IT team. We also knew that achieving full redundancy and giving agents remote access so they could cover out-of hours would have meant significant investment. Running our contact center in the cloud took all those problems away.”

"With the Genesys workforce planning tool, our agents now handle up to 10% more interactions, reducing the time and expense of recruitment."

"We needed an omnichannel platform that enabled stricter compliance and breakthrough improvements in reliability, automation and efficiency."

"We felt PureEngage offered the safest, shortest path to omnichannel and digital transformation. Prior to that, we had the usual problems like systems going end-of-life, lack of support and inability to customize. Having two different platforms meant we couldn’t get a complete view of customer interactions or agent performance and training needs."