“The Crossnet team is fully committed and always ready to help. Their main asset is their people, who are knowledgeable about best practices application and platform capabilities.”

"We made savings by eliminating call diverts, then added chat and email to lower costs further. Now we have 1,100 agents who can multitask and work securely from any location — at home, on our sites or at a client’s office."

"We don’t need to buy anywhere near as much external support. We’re in full control and can execute faster by making simple configuration changes or tapping into the platform’s API layer."

"Genesys Cloud CX soon proved to be the most powerful solution."

“Genesys Cloud CX is one of the most powerful omnichannel tools available, It is great to be able to start small, within a suitable budget.”

"Service levels improved markedly, from 95 percent to 99 percent, while maintaining an average handle time of less than 20 seconds. Now, very few customers leave without being attended to. We have also done very well on the commercial side. Sales have almost doubled, from 6 percent to 12 percent."

"We wanted to get more hands-on and self-serve, rather than keep relying on slow and costly external support."

"We measured performance, voice quality, agent experience and so on. We even compared the amount of support cases and tickets we got. Since our agents were learning a new system you’d expect to see a peak, but it was actually lower than normal."

“We quickly realized our virtual contact center model was driving a better experience for our employees and customers, Metrics, for the most part, were positive across the board. So we decided to explore how Genesys Workforce Engagement Management could drive further value.”

"The customization flexibility and the capability to go beyond the vendor and client relationship is something that’s very important for us as a business, and we found that in Genesys. That’s why I always consider the Tokopedia/Genesys relationship to be a strong strategic partnership."

"We wanted to be seen as an employer of choice and build a culture that developed and empowered our people to achieve."

"Genesys Predictive Routing enables our agents to get to more high-value, time-critical calls and wrap them up faster. That means they have more time to close more deals. And, most importantly, there’s less chance of the customer taking their business elsewhere due to queuing frustrations."

"We started to see benefits in the first week, which kept on improving with data updates and better matches. There was also a significant reduction in queue time."

"We dealt with everything from medical queries and temporary housing options to financial assistance for those who lost their homes or jobs."

"I just treat people like they’re my best friend and if you ask the right questions, they’ll open up to you. The customer wasn’t aware she was eligible to apply for a new grant to assist with her loss. By the next day, we’d raised a compensation claim for her …