638 Genesys Testimonials

“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."

"Genesys is one of the global market leaders in contact center software and Deutsche Telecom is a local market leader for cloud-based solutions. We are joining our forces to address the market of contact center solutions mainly focused on the mid-market."

"The async nature of Genesys Web Messaging enables a website visitor to interact with a bot or advisor and return later to pick up again. Customers are no longer tied to their phones and appreciate the convenience. They’re also able to attach informative photos of their property issues, for example."

"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."

"The Genesys platform uses well-documented open APIs that allow the easy integration of other applications and tools. Countdown found this agnostic nature of Genesys Cloud CX very flexible."

"The way Genesys managed this project was very helpful and responsive. It allowed us to make a series of complex integrations, and their team was always very eager to help us to reach this omnichannel integrated contact center, which is what we were looking for."

"Our search was focused on offering our clients an omnichannel service — differentiated, simple, agile and decisive — when the client requires it and through the channels of habitual use."

"It was really hard work, but it turned out the way we wanted. Customer satisfaction is priceless to us; it is what gives meaning to the work we do every day."

"MAE has given our team something to own, bring in better language support and segment out different tiers of support depending on if it is HR operations, a COE or HR business partner."

"Genesys DX diminished our call center volume by almost half, freeing up our account managers to focus on revenue generating projects as opposed to resolving repetitive issues that were easily solvable with the Genesys DX platform. Implementing Genesys DX into the most sensitive part of our website — our payments pages — reveals our trust in their services."

"We wanted concierge-type servicing that allows our members to self-serve efficiently. Our members have given us a strong, positive response and great reviews. We have heard that they like to do what they want, when they want, during any hour of the day and that Ava is receptive and quick to answer."

"Before Genesys our agents answered calls completely blind. Now, with the links to Salesforce we can identify if an incoming caller has input their FCT reference number, and now have access to all the information they need for that transaction. It’s massively reduced triage time — and our agents love it."

"We completely redesigned our call flows and rolled out a new global contact center solution in just eight months — connecting 2,200 agents in 236 offices in 35 countries — a remarkable achievement that would have been unthinkable before."

"Thanks to Genesys, we now have a robust contact center solution that allows us to respond to members in all circumstances."

"We got everyone up and running on Genesys within a day and a half. We took 25,000 calls in the first month, linking vulnerable customers with volunteers who could do their shopping and deliver it to them."