"We knew we would have to overcome the limitations of a silobased approach to communications channels, and gain a complete view of all customer interactions, so anyone in any team could pick up where a previous employee had left off."

"Before IPA, our agents couldn’t give residents specifics about how their maintenance requests would be handled. The agent would simply take a message and begin calling maintenance providers with no particular process or timeline for resolving the problem."

“Now we can serve customers when they need us, not only when we are available.”

"The interface is very intuitive in look and feel. It’s a social kind of a platform. People can see, learn and use it. Genesys has done a fantastic job on the UI of this solution. We are going to save both time and money on the training of the staff.”

“We can do things we couldn’t do before — like switching traffic between sites, routing calls to the most qualified agent and improving follow-up action along the customer journey.”

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

“We wanted to extend reach and improve access to services by adding digital and social channels, while still keeping privacy top of mind.”

"Our agents have had a very positive experience and say the solution is faster and easier to use. Cost-wise we are paying around 50% less and have transitioned to 100% virtual in Tulsa and reduced to a single on-site campus in Tampa for Customer Care."

"With all the data and analytics available, we can design more proactive engagement models to improve productivity, wait time, call handling, workload balancing and more."

"We always felt Genesys had our back. It was a pleasure to work with this team. I can’t speak more highly of the quality of the solution and how excited our agents, managers and executives were when we could finally track and see what was going on in our business."

"Our Genesys Cloud CX implementation went live in March 2020 without any issues — it was almost too good to be true. That said, our preparation was excellent with support from Genesys Professional Services."

"Genesys said it would take just 60 days and we just couldn’t believe it. We had 60-plus call flows, over 100 people to train, admin skills to acquire, and various integrations with Salesforce, databases and our telco provider. But amazingly, they delivered as promised."

"The flexible nature of the Genesys Cloud CX platform allowed us to easily interweave multiple systems to create one-of-a-kind experiences that wouldn’t have been possible with anyone else."

"Given that our clients are under increasing scrutiny regarding data protection, the certification gives our clients the confidence that their brand reputation, as well as ours, is protected. The Genesys platform was a key part of this certification."

"You don’t need technical folks with coding experience to drive and support the product — a big plus compared to what we were using with Oracle and IBM previously."