“PCI Pal has been a huge win, eliminating lots of fixing and network segregation, and reducing our compliance scope. We’ve also integrated Zendesk for IT ticketing and PureInsights for repackaging of Genesys Cloud data and transcriptions, again significantly reducing effort.”

“Our entire focus is on the customer. We want the customer to be able to access their information across all available channels anytime, anywhere they want – on the website, on the mobile app or even chat to us, 24/7.”

“By offering this solution in partnership with Genesys, we’ve really exceeded the goals and aspirations of our internal customers.”

“Our customers come from all walks of life. Our customer contact service operations must be geared up to serve all of their needs. These types of services and functionalities are really only possible if we have the right technology platform.”

“Using artificial intelligence means we can give instant responses to common questions, for example those related to baggage allowances, check-in procedures, new fare types, online bookings, and traveling with infants and children.”

“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."