“Genesys improved our ability to provide the same high level of service in our virtual contact center that customer have come to expect in our stores.”

"After adopting the Genesys solution, there were big improvements to our service. Our customer satisfaction increased by about 2%, and our first contact resolution rate increased by about 3%."

“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 …

"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 …

"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 …

"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 …

"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."

"There’s a difference between good customer service and good customer experience, and that’s evolved in platforms like Genesys. It’s solid, it’s reliable, but it’s also feature-rich."

"What we want is to make the experience of our consumer the best one, without making our customers feel like they’re in different service channels."