"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%."

"Genesys Cloud has helped the City of Edmonton increase portfolio penetration by over 100% and improve our collections revenue by over $600,000 from the year before."

"Since we started using Genesys, our average handle times have decreased by 25.58%. This is because our expectations were met and we managed to automate numerous processes that formerly required considerable manual effort."

“Now, with Genesys Cloud, if there’s a power outage at an airport or an airline loses its network, we can get onto the problem sooner, ensuring passengers aren’t inconvenienced and their flights depart on time.”

“Of the companies we evaluated, Genesys proved to be the most technologically mature provider and the one that offered us the best acquisition model, so it was selected.”

"When we were able to unify our interaction platform with Genesys Engage, we were able to generate an end-to-end view of customer calls, making it easier to analyze failures and create opportunities for improvement.”

"We don’t need to buy anywhere near as much external support. We’re in full control and can execute faster by making simple configuration changes or tapping into the platform’s API layer."

"With Genesys Cloud, we have a robust CX platform with all the features needed to raise the bar on the service we provide to members."

"Since implementing Genesys, we managed to consistently meet our service levels. The volume of non-voice channels (live chat and social media interactions) have been showing an upward trend too."

“Back-office operations are the chassis to more complex end-to-end service offerings that transform relationships between our clients and their customers.”

“They found gaps we would never have spotted. It helped spread excitement and secure buy-in from their peers.”

"We wanted to work with Genesys because we wanted to be in the cloud. But more than that, we wanted a partner — not a vendor."

"Genesys Cloud gives us the tools we need to engage with our patients more effectively and make every interaction that much better."

"Once we saw firsthand the robust capabilities embodied in Genesys Cloud and understood how easy it is to extend the platform and integrate third-party applications on our own, we jumped right in."

"With Genesys Workforce Engagement Management, we pretty much know how our day is looking regarding shifts, queues and staffing levels."