"We needed a proven platform for managing telephone enquiries, as well as email traffic and requests coming through our website and other channels. The solution had to take into account agents’ skill sets and availability, too."

“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.”

"The Genesys platform has proved to be an excellent option. We have managed to optimize the customer service resources and, above all, we have improved the productivity rates and satisfaction of our clients."

"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."

"With Genesys, Beyond Bank has improved its CSAT score from 89% to 92% — demonstrating higher satisfaction levels across all five metrics."