“Currently, an agent will process around 15 such calls an hour and turn only 50% into appointments. Using bots, we reckon we can halve the number of calls and increase that conversion rate to 90%.”

"We wanted to get more hands-on and self-serve, rather than keep relying on slow and costly external support."

"Genesys Cloud CX offered the best interface, the most transparent pricing and the greatest options for integration. The last point was key as we wanted to escape the hassle of managing bolt-on solutions."

"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."

"Now we can focus the training of agents so they can solve problems more efficiently, and establish improvement actions and procedures to enhance customer service."

"With SIP and the addition of social media to our multi-channel strategy, we moved away from the concept of CALL to embrace the term INTERACTION. Info Mart has helped us to increase revenues by 10% by ensuring data integrity-a target often missed as we were unable to identify all customer …

"We are now delighting our customers, because they know that we can go the extra mile for them. In fact, one of our competitive brand differentiators is that we have the ability to deliver consistently superior experiences for customers."

"Genesys is very powerful and flexible. You can do whatever you want with it. It gives us the flexibility to be truly innovative which has been the key to our success so far."

"The best-of-breed Genesys technology is only matched by its highly valued Technical Support team. We want outstanding services; all the rest is commodities."

"We wanted to evolve our infrastructure into a next-generation system that could be quickly adapted to address the changing customer landscape."

"From a technical perspective, the Genesys solution was the overall winner. We liked how these solutions had been successfully deployed at three major Russian organizations. Their contact centers handle a high number of calls and involve a high degree of integration with external information systems."

"After introducing Genesys Workforce Management, we’ve seen a 20 percent increase in the productivity of agents, in terms of number of minutes of agent time we need to employ to answer each call. We've also seen an increase in sales of around 30 percent over the same period."

“Our goal was to bridge gaps between sites and, above all, prevent a multitude of contact points from hindering our clients.”

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

"Speech analytics enables HRRG to measure and monitor agent performance on every call, in exactly the same way for each agent, which was impossible for us to do previously using traditional methods."