638 Genesys Testimonials

"After speaking with Genesys, we saw the chance to quickly grow our digital and omnichannel capabilities — in turn, reducing systems and support costs, while becoming more productive and self-sufficient."

"We think everyone should be taking advantage of the cost and quality of service benefits we’ve seen."

"Our big goal is to use Genesys Cloud to serve all contacts that deal with customers in the medium term."

“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 service.”

"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 workforce management system, so it was hard to see into workloads, especially with our outsourced partners. So, we decided to create one global platform through a single investment that would benefit all parts of the business.”

"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."