“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%.”

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

"Our commitment is to use technology to enhance, not replace, human warmth and interaction. And for that we rely on Genesys."

"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."

"We‘ve experienced a significant increase in speed and a large plus in flexibility and transparency due to easy handling."

"Our big goal is to use Genesys Cloud to serve all contacts that deal with customers in the medium term."

"Our clients benefit too because we’re able to uncover and harvest way more data and really understand what makes their target customers tick."

"At the moment, enabling people to trade and bid for shifts, topping up their pay and fitting work around family stuff is incredibly important."

"Before, we might have had to listen to as many as 20 recordings to get the right one. Now, with Genesys Cloud, we go straight there in seconds. And, the chat tool means our home workers can instantly share knowledge, support each other and stay in touch."

"Through better call prioritization, our nurses were able to improve triage efficiency, make more timely interventions and get members at serious risk referred quickly. This undoubtedly helped to save lives."

"We’ve not only managed peak demand but also raised our game — safely migrating to home working while improving the quality, speed and effectiveness of services. As a result, we now have a significantly more agile business model and resilient disaster recovery plan, enabling the business to navigate COVID-19 challenges …

“Through daily use of Genesys Workforce Engagement Management, our resource planning manager was able to accurately pinpoint requirements down to 15-minute segments.”

"We always wanted an accurate 360-degree view of customer journeys in real time. With Genesys Cloud, that’s exactly what we got."

"Having seen an increase in employee satisfaction, productivity and Net Promoter Score, we are currently using a blended 50/50 model of office and remote working."