“Genesys enables us to be pioneering, to drive a more positive customer experience and engagement.”

"Genesys has helped us develop an omnichannel platform. The solution uses high technology but also retains the human aspects, providing tools that help our agents understand our customers better."

"We chose PureCloud as our platform as we knew that it was the next phase of where MyBudget is going and where we're really wanting to get to. Having a cloud-based solution can really help amplify any type of business. I fully believe that by implementing PureCloud and using it …

“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 …

"By introducing callbacks, it saved customers more than 2.9 million minutes in hold time within the first three months."

"By implementing Genesys Cloud CX, agents in Singapore and Malaysian offices were able to quickly transition to a remote environment during the COVID-19 lockdown."

"We’ve transformed Italian and UK contact centers into data-driven care centers. We can clearly link events, see why conversations did or didn’t convert into sales, and learn how to create better experiences next time."

"It was an excellent migration — on time and on budget. We were set up with Genesys Cloud CX to professionally white label our services and achieve all the system enhancements we wanted, like multilingual 24/7 support, queue busters and back-office integrations."

“Due to mergers and acquisitions, we had a landscape of different customer support systems with different focus, forming a barrier for us to improve customer experience and efficiency, We needed to establish a clear omnichannel roadmap and consolidate on the system side. We were at that point missing an efficient …

"We made savings by eliminating call diverts, then added chat and email to lower costs further. Now we have 1,100 agents who can multitask and work securely from any location — at home, on our sites or at a client’s office."

"When invited to bid for new contracts, we’re now able to prototype and develop services quickly as required. Plus, we’re able to scale up and down faster. That’s an incredibly powerful advantage to have, and it’s helping to provide compelling solutions — supporting us to win more business."

"With Genesys, we have a much more stable, robust service and we can trace it completely."

"We were seeing 5% monthly growth and opening 25,000 new accounts a day, so it was essential to find a more scalable, native cloud approach."

"With an average age of 25, our agents are mostly digital natives. Genesys Cloud CX enables us to harness that buzz and energy through things like CRM screen pops, workforce management integration and making outbound campaigns less labor-intensive."

"We gave our retail staff a crash course in Genesys Cloud CX, then set up rules to tightly control which types of calls they received."