"The asynchronous nature of web messaging lets you return to conversations at exactly the same point you left off. The solution was really easy to set up and we’ve had great feedback from agents. Web messaging has more features, like file sharing, and it has quick replies for the bot, …

“Improving the customer experience is one of our priorities; a good experience builds lasting relationships, Satisfied customers are more likely to recommend the brand. Retaining an existing customer is much more profitable than acquiring a new one.”

"We chose Genesys AI because of the ease of building bots within the platform. It’s simple to edit and amend bot flows, and it really made sense for us to have everything in one place. Very quickly, we saw abandoned calls reduce by up to 50% and discovered bots are …

"The availability of an efficient multichannel and multimedia contact center platform is essential to ensure the value of every single need and any recommendations suggested by the customer."

"Carried out during the pandemic, the migration to Genesys was an abrupt change. But, the tool is very intuitive and easy to understand — so all we needed was a brief training."

"We’ve seen a two-point jump in NPS, which shows you can introduce conversational AI without sacrificing the customer experience. This innovation was always about being able to better service customers on the channel of their choice, which for many is still voice."

"As soon as a customer enters a local branch and takes a ticket from the system it notifies Genesys Outbound Contact Manager, which places a call with their portfolio manager. They then phone the customer’s mobile to see if there’s anything they can help with."

"By introducing Genesys DX, we are aiming to speed up customer wait times, reduce the number of calls coming through to our agents, and enable our agents to spend their time answering more complex and time-consuming customer queries."

"We are committed to the best in client and customer service. With Genesys DX, our customers get accurate and consistent information that has been prequalified by our team."

"We wanted to match agents who sold better to certain types of customers — and Genesys Predictive Routing allows us to do that with the click of a button, while improving a number of KPIs."

"Now we’re able to make better decisions to streamline operations, reduce costs and provide better services."

“General management of the on-prem solution was handled by our Information Technology Department, which also supports all other state agencies and has limited resources. If we needed any changes, even simple prompt or menu changes, we had to contact them,” Conway says. “Genesys allows us to easily manage all that …

“It was a good transition, Everyone could access the cloud and we didn’t have any technology challenges.”

"I need to make sure our immunization information system has scalability and redundancy. If there is an issue, I want to know I can fail over or rapidly increase our resources to handle that demand and avoid crashes."

"On March 22, we still had two call centers running on-prem. By the end of the next day, we were 100% on Genesys Cloud with 400 staff relieved to be working from home. April turned out to be one of our best-performing months on record."