“Previously, there were always so many moving parts for supporting remote agents, including spinning up a VPN connection or using VDI, navigating firewalls and routing the voice."

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

"We made the strategic decision to partner with Genesys over other vendors. This choice was driven by the industry-leading reputation, comprehensive feature set and proven track record of Genesys. In a competitive market, Genesys stood out for its ability to meet our specific requirements and deliver a unified solution."

“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.”

“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.”