638 Genesys Testimonials

“The Genesys team seemed like a great partner. They were very cooperative and made us feel very secure in our decision.”

“We realized we had hit on a winning formula even before we got the test results, because we had agents outside the pilot group wanting to use the system.”

"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."

“The service Genesys allows us to provide is simply better, and it started to show right away in how quickly we were able to get back up to speed."

"Web messaging is 25% more efficient compared to call handling, meaning we can serve more customers without increasing headcount. And since introducing video calls we’ve seen a noticeable uplift in new mortgage sales."

"The Genesys Engage solution is very inclusive, open and flexible. With that, it satisfies and supports our company’s long-term development direction."

"Since working with Genesys, our users have seen huge improvements in the operational efficiency for our entire customer service. Our case processing efficiency has dramatically increased, and our overall customer satisfaction has been greatly enhanced."

"The data provided by Genesys allows for better decision making when it comes to staffing. We can reallocate agents to the service queues with more demand, while improving agent evaluation and quality management."

"With Genesys, we have report flexibility, indicators in real time and panels of activities that allow us to make adjustments very rapidly. As a practical tool, it helps the daily work routine and ensures the agent’s focus on providing a good service to the client, without wasting time and energy with difficult-to-use tools."

"Genesys Cloud CX offered the best interface, the most transparent pricing and the greatest options for integration. The last point was key as we wanted to escape the hassle of managing bolt-on solutions."

"With Genesys, I’ve been running under my staffing budget for the last 11 months."

"If you’re going to build a bot, Genesys is the best I’ve seen. The product is extremely well supported. Genesys always responds fast to resolve any issues."

"A well-functioning contact center is critical for us to maintain our position as one of the most preferred and reliable crypto platforms in the region. By partnering with Genesys, we were able to operate, grow and scale with efficiency."

"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."

“It was a 100% remote deployment with Genesys teaching us how do things like build our own call flows, The main challenges were around data export and training, but our users instantly got comfortable with the solution.”