“Genesys Predictive Engagement is enabling us to capture significantly more window shoppers on our website. Conversion rates rose by 14% in the first two weeks and by 49% at the six-week stage. And, we’ve only really scratched the surface of what the tool can do.”

“This transformation process has been a quantum leap for Telefónica. Leadership must be measured in terms of market share, customer satisfaction and loyalty. And we have delivered on all three of these indicators.”

“We also liked the fact that Genesys had an online community where people could post ideas which would be considered and noted for future product development.”

"Telstra Contact Centre Genesys Cloud CX has only been live for three months since implementation in December 2019, and the team has already experienced significant improvements in operational efficiency, staff efficiency and customer experience."

"Genesys Cloud CX has allowed us to empower more people to work from home. They simply use their remote PC to access Genesys Cloud CX and our CRM system."

“As regulations regarding the provision of medical information become stricter in Japan, it is very important to provide accurate information to patients and healthcare professionals who use our products, as well as to listen to the voice of customers for giving feedback internally."

"We expected traffic spikes and knew call scripts and handling instructions could change by the hour. Genesys Cloud CX coped with absolutely everything thrown our way."

"Customers are getting a better experience when they’re calling and the agents are far more educated on handling anything that the customer may ask."

"We had to act fast due to the pandemic and are very pleased with both the scalability and the flexibility of the solution."

"I think our biggest achievement really has been improving the workflow for the agents. We’ve brought email, webchat and voice all together into one system."

"At first, we were a little afraid of how safe and efficient it could be to have resources in the cloud. But after a year, we are convinced that choosing Genesys Cloud CX was the right way to go."

"The product itself is not enough. The support you have behind you is the key. This is an aspect that goes beyond technology, and it was definitely what makes Genesys stand out from the rest and made us select them."

“Without this tool, we could not assist our clients nor could we manage the network of health and logistics service providers. It is the engine of the whole process."

"Our initial goals with Genesys Cloud CX Workforce Engagement Management were bettering response time, adherence, Net Promoter Score and quality. After 30 days, we measured impact and saw gains in productivity and customer satisfaction."

"Now, with WhatsApp, clients send pictures and our advisors can quickly see the problem and show them what to do. And they can juggle inquiries in other channels — all from their Genesys Cloud CX application."