707 Genesys Testimonials

"Genesys entirely changed our contact center environment, operationally and economically. We traded a decade-old, non-integrated, on-premises system for an omnichannel cloud solution provided as a service."

“Due to mergers and acquisitions, we had a landscape of different customer support systems with different focus, forming a barrier for us to improve customer experience and efficiency, We needed to establish a clear omnichannel roadmap and consolidate on the system side. We were at that point missing an efficient workforce management system, so it was hard to see into workloads, especially with our outsourced partners. So, we decided to create one global platform through a single investment that would benefit all parts of the business.”

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

“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.”

“We are very satisfied with Genesys and its partners. Better customer experience has also brought new growth in our sales revenue and checkout conversion rate.”

“Over the last 12 years, we’ve had virtually no downtime and taken the business from 12 to 800-plus people. To me, that’s the real value of Genesys.”

"This agile release cycle delivers incremental value improvements that other less progressive communication orchestration systems cannot. Clouddriven releases also mean less time is required from our internal technology teams, while we still get all the benefits."

"We wanted to zig while the world was zagging, and the truth is not many banks are using true cloud hosted telephony platforms."

"We’ve seen great improvements in our survey ratings. Customers feel more valued at the end of the call, which is a major contributor to raising our overall Net Promoter Score."

"Our potential used to be constrained by our previous system. With PureCloud, imagination is the only limit."

“We can assign people to tasks as needs change. We can see how time-intensive activities are making us more effective.”

“Agents are able to handle 30% more requests now.”

“About 95% of agents are pleased with the Genesys application. Overall agent satisfaction is riding high at around 1.5—where one is best and five is worst.”

“Genesys Engage gives Microsoft and our partners the levers we need to optimize a global pool of agents with multiple language skills and deliver consistently great customer experiences.”