“I called the customer back to tell him all the details and called again on the installation day to make sure everything went okay. The customer was delighted and said we’d surpassed his expectations. It’s those moments that make it all worthwhile.”

“Thanks to this principle of connected vessels, we can optimize call center and agency activities during peak periods and improve call response rates.”

“This technological shift has enabled us to create our own views and search information online, enhancing our management capabilities without having to rely on third-party vendors for information, and making the day-to-day operations easier.”

"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 …

“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.”

“Moving to PureEngage was the catalyst for change. We’ve made it even easier for customers to get in touch. Plus, our processes are more efficient. For customers, checking account balances and managing their account is really simple with IVR. Also, we’re able to activate cards quickly.”