638 Genesys Testimonials

"We paired two centers in same location boundaries for backup and set up two offices in the Eastern and Western regions to complement the tasks of the area contact centers. Through this effort, we succeeded in improving service levels and business sustainability."

“The PureCloud chat feature has been one of the big game changers. Agents are more motivated because they can easily collaborate with team leaders and support each other in real time.”

“PureCloud allows us to converge our contact centers with social media. It enables us to manage the entire customer experience, and allows more accurate reporting. And it’s easy to introduce new services, such as web chat and integration with our CRM system.”

“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.”