"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."

"I hope that being an early mover will give us a competitive advantage. No matter how our customers choose to interact with us, we want to provide the best possible service. Genesys Social Engagement and Genesys eServices are helping us do that."

"Thanks to Genesys iWD, we can now leverage the saved capacity to enjoy greater flexibility and efficiency in the planning and management of additional sales activities, such as following-up on leads. Supervisors’ capacity, previously used for operational management, is now used for people management. We’ve been delighted with the business …

"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."

"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."

“It allows us to provide a great customer service experience and achieve a much higher customer satisfaction score. Working with Genesys DX to develop Ask Poli has helped us demonstrate to our customers how Fannie Mae is keeping up with technology advances to provide them with an enhanced level of …