“We wanted to go further by strengthening our knowledge of the customer and guaranteeing quality of service.”

“Partnering with Genesys has been important for us because it has allowed us to integrate many of our internal systems, which has improved our readiness for our specialists when they engage with our customers. This is very important as we deliver world-class service.”

"I can’t imagine working without PureCloud anymore. It tells you a lot about your performance what you’re doing, as well as how you rate in your work."

"On March 18, 2020, we piloted 11 agents working from home. It was a success and we immediately began ramping up. On April 2, 2020, our remaining few agents transitioned to work from home and our entire workforce is now remote — 400 agents in 2.5 weeks! This would not …

"The omnichannel customer experience provisioned by Genesys Engage over an integrated single platform has transformed our operations. The Genesys team was able to meet all financial and timeline targets throughout the deployment cycle of the solution with no hits to service — and all of it was achieved during the …

"Moving to a cloud model with triple active redundancy was a big attraction. Now, we are not dealing with a shaky contact center infrastructure interrupting our calls. We have Genesys, and they manage everything, including our phone lines."

"Since moving, we’ve had three instances of internet and Active Directory server outages. But Genesys Cloud just kept on going, enabling agents to continue to take hotline calls."

"Thanks to Genesys Solution, we’re in a much stronger position to get through the crisis and bounce back with new-found agility. And we have faster access to our reports and can now onboard customers even faster."

"When we started the process of placing the customer in the center, we noticed that we were not going to be able to do it with the Avaya solution we had."

"Our customer experience has improved tremendously with Telstra Contact Centre Genesys Cloud. During emergencies, our agents are now able to answer calls quicker, triage them quicker and prioritize and escalate issues quicker."

"We quickly rolled out a cloud solution that was built from the ground up, without spending years on development."

"Genesys Cloud has allowed us to ensure seamless continuity of service during the COVID-related containment by deploying teleworking in a few hours without any difficulty. It was completely transparent to the customer."

"Genesys Cloud means we no longer need three or four systems to do one job. Consequently, we’ve seen a 35% leap in productivity."

"Our inbound and outbound teams enjoy greater job variety and feel more engaged. Bringing them together yielded a 4% improvement in resource utilization, which could save as much as €150,000."

"We believe Genesys has the most complete cloud contact center offer and we look forward to our mutual collaboration as partners in innovation."