“Our on-premises solution was adding complexity. The admin effort involved in managing 15 servers was stretching our modest IT team. We also knew that achieving full redundancy and giving agents remote access so they could cover out-of hours would have meant significant investment. Running our contact center in the cloud …

"Due to the user-friendliness of Genesys Cloud, we were able to train our people within two hours and have them up and running almost immediately."

"Genesys is one of the few companies that embodies its brand promise almost entirely. Put simply, the majority of functions are implemented just the way we expected them to be."

“We wanted to harmonize the call center and customer interaction processes, reduce the internal support and vendor support expenses, optimize the IT landscape, tune up the data exchange processes inside the call center, and enhance the customer service. All these tasks were solved with the help of Genesys solutions.”

“We began our Pandemic 2020 project to get our agents working from home. Our old system had no remote worker options but, with Genesys, in just three days, we had built the necessary infrastructure.”

“With Genesys Cloud, we will be able to use all new functionalities from one central system from one provider, which is important to us.”

“Genesys Cloud is a big winner for us. The platform gets better every year. There are more and more enhancements, and that’s the evolution of cloud-based tech. I think we’ve had a very fruitful relationship with Genesys, which will continue to grow.”

“After seeing and comparing Genesys Cloud with similar cloud products, our conclusion was there was nothing to touch it.”

“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%.”

"We were impressed by the Genesys Cloud omnichannel roadmap and the ease of integrating it with our IVR system and operational processes."

“Overall, nGAGEMENT has been a tremendous asset to our company and helps us in encouraging our team members to achieve their goals while also having fun at the same time.”

“Now, instead of running reports all day to keep our employees up to speed on our KPIs, our agents just make two to three clicks, and they are connected to their metrics on their terms. nGAGEMENT is more than just an interactive KPI dashboard. It's a tool that helps our …

“Genesys Predictive Engagement is enabling us to capture significantly more window shoppers on our website. Conversion rates rose by 14% in the first two weeks and by 49% at the six-week stage. And, we’ve only really scratched the surface of what the tool can do.”

“We looked for a partner that could bring us a vision of omnichannel and integrated all those channels, so we could offer a better experience to our customers and Genesys was this partner. It was our choice and it was certainly the right choice.”

“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.”