“Traditionally a project of this size, with over 1,000 complex requirements, would take years to accomplish. By choosing the best combination of technology platform and integration partner, we achieved it in record time.”

"Providing a resilient platform to our customer care team and enabling our people to handle customer inquires using their preferred channels and methods are key capabilities in our technology blueprint. The completion of this implementation marks a major milestone in our technology modernization journey."

"We have been able to improve processing times, and the customers have been more satisfied by the quick management of their claims."

"The Genesys Upgrade Project has been a great success in setting us up for the future. The business as a whole benefits from the ability to better understand customers and their diverse needs, and by empowering our workforce to proactively support customers with the best experience possible."

"The biggest benefit of the Genesys solution is the benefit of real-time information."

"With the Genesys solution, customers can now contact us using the communication channel they prefer and we can manage all those interactions to the same standard through a single infrastructure that is flexible enough to incorporate new communications channels as they emerge."

"Genesys is the 'Swiss Army Knife' of call routing, allowing us to grow to unlimited skill sets, virtual queues and reporting to meet evolving business requirements. We feel secure knowing that when business users come to us with one-off, maybe even atypical requests, we can lean on rich functionality from …

"The Genesys architecture is game changing. It lends itself to hosting and cloud deployment, and the functionality means that we can implement it in a way that helps agents do their job well, rather than constrain them with a bunch of rules. So, to produce our SaaS offering for Jetstar, …

"Genesys delivers stability, scalability, and versatility, and provides the tools needed to create significant improvements to contact center operations, backed by excellent delivery from a local business partner."

"We rolled out full-blown multi-channel contact center to two separate environments across four different locations in four months. I've worked in organizations where a roll-out of applications of this size would have taken well over 18-months to 2 years. It went fantastically."

"I sat down with my Genesys account rep and he built the system right in front of me as I described what features I needed and how it would be used. He then tested and deployed the program that same day."

"Alternative channels are the future of banking. In the coming years the traditional branches will have to change, becoming closer to the alternative channel operations."

"We determined that our ideal solution would be easy and fast to implement, offer plenty of flexibility for changing survey content. We found that Genesys offered all of those features and at a price point that met our needs."

"We now have the visibility and control we need to effectively run our operations — it is so empowering! We have been able to meet our goals of efficiently increasing the collections rate, resolving fines faster, and minimising operating costs. People in this country want, and deserve, value for money …

"Implementing Genesys means we can capture the people who would have abandoned a call, so that we don’t lose that opportunity to sell. Now, around 60 percent of customers that are offered a callback take up that offer."