638 Genesys Testimonials

“Previously, there were always so many moving parts for supporting remote agents, including spinning up a VPN connection or using VDI, navigating firewalls and routing the voice."

"Genesys is one of the global market leaders in contact center software and Deutsche Telecom is a local market leader for cloud-based solutions. We are joining our forces to address the market of contact center solutions mainly focused on the mid-market."

"The async nature of Genesys Web Messaging enables a website visitor to interact with a bot or advisor and return later to pick up again. Customers are no longer tied to their phones and appreciate the convenience. They’re also able to attach informative photos of their property issues, for example."

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

"Genesys gave us the opportunity to build the service experience we always wanted. Now we can scale it as needed; we increased the efficiency of our team of agents, reduced call handling time and the students have a better experience."

"Genesys Cloud CX meets our requirements 100%."

“Genesys is a very stable system. Its availability surpasses 99.8%, and it has close to 100% reliability for voice infrastructure. It also has the flexibility to turn our idea of customer service into reality.”

"We created a smart search feature that recognized over 30,000 products in just three months. So, the customer can simply say ‘the oranges are missing from my order.’ Olive then cross-checks, processes a refund and sends a text confirmation to the customer — all without any human intervention."

"Genesys really understands our business models and how important relationships with our clients are. When we want to use the platform in different ways or look at different functionalities, they really understand why we want to be doing that. We want to give a better service to our clients — and that rings true with Genesys and them understanding what we’re trying to achieve."

“To ensure success during this period, we worked closely with the Genesys team, and our internal communications and training teams, to ensure that we were explaining to our people what was happening, create the right documentation and move people over to the new system with as little impact to their day as possible."

"We chose The Genesys Cloud CX solution for its omnichannel resources and possibility of easy and rapid expansion in a high-availability environment."

"The Genesys platform has proved to be an excellent option. We have managed to optimize the customer service resources and, above all, we have improved the productivity rates and satisfaction of our clients."

"Genesys entirely changed our contact center environment, operationally and economically. We traded a decade-old, non-integrated, on-premises system for an omnichannel cloud solution provided as a service."

“With Genesys Cloud CX, our teams now have the ability to work from home as and when they need to, We’re in the business of risk and events, and the ability to move teams around and still have them accessible to our clients is massive. It means we can use the best technology and the best people to deliver the best service — and our clients get the best possible outcome.”

"Genesys is going to work closely with us on our strategy across 2022 and 2023 with our success defined through advanced customer handling experiences. This partnership will signify how we are differentiated in the market through new experiences, on both the agent and consumer fronts. The partnership between Tonik and Genesys is all about customer-centricity and customer experience."