"I think our biggest achievement really has been improving the workflow for the agents. We’ve brought email, webchat and voice all together into one system."

"With Genesys, we have a much more stable, robust service and we can trace it completely."

"We saw a 49% return on investment, plus carbon reductions and other environmental benefits. Greater contact center elasticity means the business can adapt faster to events like seasonal peaks, airport strikes, pandemic-related travel restrictions and extreme weather disruptions."

"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 …

"Ping An is required by various supervisory and corporate regulations to record every single customer interaction, 100%. Therefore, we must have an extremely reliable interaction recording system. We have been using Genesys Interaction Recording since 2014, with no recordings lost."

"In addition to savings, it’s about improved functionality and making it easier for us to connect with our customers. From an operational standpoint, Genesys Altocloud had us up and running in 10 languages within two weeks it was extremely easy to implement."

"Genesys Altocloud delivers more than chat. Their suite of digital engagement services comes at a reasonable, fixed cost and they offer deep customer journey analytics that let us see, understand and engage digital users in real time."

“The Genesys PureConnect platform met all requirements and also felt the most modern out of all the systems we looked at.”

“We’ve seen a 5% improvement year-over-year in customer ease. Other results include a 9% reduction in average handle times and a 4% improvement in first call resolution. This has led to a 4% increase in customer satisfaction scores.”

“Genesys Altocloud software offered Shimmer the ability to analyze customer journeys to identify the most important people on our website.”

“The best thing about the PureConnect platform is the flexibility—it’s easy to adapt to our relatively complex business. It’s a simple system that’s incredibly easy to handle.”

"Having one management tool and one set of reports makes a big difference. The new dashboards also contributed to an overall gain in agent productivity of about 20%."

“As the customer care manager at Smyths Toys, my role is about keeping the customer happy. We have a large volume of traffic to the website and a high number of customer tickets daily. Since using Altocloud, we have improved efficiency of the team and are solving customer issues more …