"Web messaging is 25% more efficient compared to call handling, meaning we can serve more customers without increasing headcount. And since introducing video calls we’ve seen a noticeable uplift in new mortgage sales."

"With Genesys Cloud we had a lot of flexibility. We could make changes on the fly. There was not another vendor that could offer a similar suite of products."

"We expected traffic spikes and knew call scripts and handling instructions could change by the hour. Genesys Cloud CX coped with absolutely everything thrown our way."

“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 …

"The Genesys customers we spoke with said it was the best decision they had made. After a short time using the PureCloud platform, we can see why."

“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 …

"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 …

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