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."

"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."

"We look at Genesys not only from the technology point of view, but also in terms of business processes, providing customization with the integration of systems developed internally."

"The Genesys open architecture and ease at which we could build and deploy scripting and IVR flows allows us to very rapidly deploy new functionality for new customers when they come on board."

“We needed an intelligent cloud-based platform that could quickly adapt to new business requirements on the fly, rather than taking days to modify existing flows."

"Agents and consultants highly appreciate Genesys DX. The number of questions addressed through the chatbot is rising by 25% a week, which speaks for itself."

"The Genesys DX dashboard enables our team to easily identify questions that might require some additional web functionality. After seeing a trend for people asking for their passwords to be reset, we decided to improve self-service options for this journey and improve automation. This observation has enabled over 20,000 customers, who have since asked the same question via the chatbot, to self-serve — saving thousands in call handling."

"Only Genesys was able to deliver everything we needed."

"Keeping the focus narrow, understanding what our customer is likely to ask and then making sure we have our content in place to answer those questions before launch is what made our rollout successful."

"I really see the chatbot as being a platform that’s going to allow us to provide a consistent experience for Iowans, no matter where they come in."

“We wanted to improve our residents’ experience and we had seen the success from the Iowa.gov team, so we opted to implement the chatbot first before moving to live chat."

"What made Genesys DX rise to the top was that they offer the full package of being easy to use, easy to maintain and easy to implement."