638 Genesys Testimonials

"Our agents and team leaders find the Genesys platform easy to use and efficient, and they greatly prefer it to other systems they have used in previous jobs."

“Beyond the many tools that come with the Genesys solution, Genesys also helps us integrate the CX Platform with all the other technologies that we have within the company.”

“We wanted to invest in our people, to help them continuously improve their performance, upsell and cross-sell more effectively. That meant finding ways to uncover skills gaps and speed-up essential knowledge transfer.”

"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."

“Along with legacy system limitations, we wasted time transferring calls, handling different language requests and failing to collaborate with colleagues."