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."

"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."

"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 quickly. With the visibility that Altocloud Customer Context offers, we can see exactly what they did on the website including previous visits. The most important benefit is our new ability to engage customers who would have previously left our website without a sale.”

“PureCloud provides a solid platform that will enable the contact center to grow as business demands increase. With Genesys, I know we have a vendor who understands our needs and can deliver exactly what we require to keep the business running efficiently and effectively.”

“When it comes to adding agents, features and sites, we can do it faster and less expensively which, for a microfinance bank, is a major competitive advantage.”