638 Genesys Testimonials

"BSN has the people and the processes, but we need to have a consistent technology that can support our expansion plans. The Genesys solution is not only able to support our requirements today but it’s also in line with our vision for tomorrow."

“Traditionally a project of this size, with over 1,000 complex requirements, would take years to accomplish. By choosing the best combination of technology platform and integration partner, we achieved it in record time.”

"At first, we were a little afraid of how safe and efficient it could be to have resources in the cloud. But after a year, we are convinced that choosing Genesys Cloud CX was the right way to go."

"Thanks to the agility of Genesys Cloud, we were able to get 400 agents working from home in just two days — with no impact on our customers."

"The improved performance achieved through the Genesys Cloud platform allowed us to double the conversion rate, meaning sales increased by 100%."

“We had to work against the clock with the partner and our networking team to achieve platform stability in the new configuration needed to be used from home. In just two days, we managed to connect 90% of the operation, but experienced difficulties with 10% of the executives who live in areas where the quality of the internet is not good.”

"Switching to Genesys Cloud has been really great for everyone involved — a phenomenal change. I would recommend it to anyone who is considering moving to an ‘all-in-one’ solution in the cloud."

“By replacing IVR with voicebots using Genesys AI, we’ve seen a 5% uplift in revenue and 10% rise in customer satisfaction, while our costs have dropped by 25% within the first six months. Without AI, bots and automation tied together using Genesys AI, we couldn’t deliver these kinds of results.”

"Within two to three hours, we created new call queues and IVR messages in Genesys Cloud, compared to two to three weeks with our old solution."

"We’ve been able to maintain and increase our NPS score to a +71 through COVID-19, and we know that that’s through the things we’ve been able to do with Genesys Cloud."

“The Genesys Cloud platform delivered and TSB avoided any serious reduction in its ability to serve its customers during the crisis. In fact, the experience brought the bank closer to the people it serves.”

“The Genesys PureConnect platform was the right solution for us—it meets our core values as a customercentric organisation. PureConnect intuitive features and ability to streamline tasks across different communication channels, has led to real, tangible results for the business.”

“With the implementation of additional channels, we've managed to reduce inbound call volumes by 29% — which has enabled us to repurpose six FTE into higher-value roles.”

“We didn’t expect this growth, but we felt confident to say we only needed a couple of days. We knew about Genesys Cloud, we knew it had incredible functionality and that it was super intuitive to work with.”

“With Predictive Engagement we are now targeting customers at the point that they need our help, and therefore, maximizing our conversion on our digital-assisted and digital channels.”