"We don’t need to buy anywhere near as much external support. We’re in full control and can execute faster by making simple configuration changes or tapping into the platform’s API layer."

“We now have six clients using live bots that we created and manage ourselves. Together, they resolve around 60% of end customer requests first time, without ever touching a human agent. And we don’t have to worry about data leakage.”

"We have managed to place key customer information on the agent’s screen, providing them with insights and enabling them to make real-time decisions."

"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."

“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."

"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, …

"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."