638 Genesys Testimonials

"With Genesys, our Web Service capabilities of self-service allow us to provide personalized service that improves the customer experience by offering anytime, anywhere service. We can put our customers first, which is vitally important to us."

"The Genesys Upgrade Project has been a great success in setting us up for the future. The business as a whole benefits from the ability to better understand customers and their diverse needs, and by empowering our workforce to proactively support customers with the best experience possible."

"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."

"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 in-house, without a lot of prior technical expertise. That was a huge success for us.”

“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."

"Our senior leadership team trusted us to get the basics right and then innovate using an agile, iterative approach. In turn, those service improvements have contributed towards NWL earning top spot in the latest Ofwat C-MeX scores."

"If we had to alert 20,000 properties of a flood or water supply outage, it could take over an hour, while advisors continued receiving calls from worried customers. Now, we can send 6,000 texts per minute, bringing overall response time down to just over three minutes."

"Other systems could take 20 minutes to generate a forecast, whereas Genesys artificial intelligence-driven forecasting is very quick. Similarly, it’s eliminated the need to constantly export data into spreadsheets."