638 Genesys Testimonials

“Our goal was to bridge gaps between sites and, above all, prevent a multitude of contact points from hindering our clients.”

“Previously, we had no way of knowing if agents were asking for email addresses, so Speech Analytics played a big role in doubling our email collection efforts.”

“We are adding channels to the portfolio, and Genesys is enabling us to provide the type of customer experience we want to provide to our customers.”

"We’ve reduced call and email traffic by around 20 percent. And, over the last two years, we’ve reduced the number of abandoned sessions by roughly 200 per month — and increased our sales conversions by 89 percent."

"After two or three months, we started to see Net Promoter Score go up and average handle time go down. It was especially important to see average handle time reduce on in-warranty repairs because that is pure cost for us. We’ve also seen an improvement in first-contact resolution — a metric that represents productivity and a better consumer experience."

"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, which has helped decrease our average handle time."

"We’ve improved customer experience. Our employees are 15 percent more productive and we’ve made a 10 percent savings on IVR systems and call transfers."

"With Genesys speech and text analytics, we can identify which channels drive the highest resolution and move customers towards those channels. Chat is a prime example. It’s really a fantastic feature."

"The async nature of Genesys Web Messaging enables a website visitor to interact with a bot or advisor and return later to pick up again. Customers are no longer tied to their phones and appreciate the convenience. They’re also able to attach informative photos of their property issues, for example."

"Once Genesys Cloud had been running for a while, and we’d built up sufficient data, we started using Genesys Workforce Engagement Management. Having an all-in-one system is so much easier. For example, if you need to locate a call recording or produce an accurate six-week forecast, it’s quickly accessible."

"We created an environmentally friendly resource that countries could share to improve service and motivate advisors. Now, many are hybrid workers, lowering carbon dioxide through reduced power consumption and commuting to work. And we’ve retired at least five legacy systems, with more to follow."

"The Genesys Cloud platform is so intuitive, we literally train staff in the afternoon and switch over the next day. Then a week later we turn on Genesys Workforce Engagement Management and watch service levels go up, and average handle times and abandon rates go down. That’s been the case with every deployment."

"Our objective is to make both our equipment and our services increasingly digital for our customers. And at the same time, we are working hard to become the most digital company in our industry — transforming the experience of employees and especially the experience of customers."

"For our business, switching to Genesys Cloud was absolutely the best decision."

"We can be contacted 24/7. There should be no issues caused by unpredictable spikes or expected rises in call volumes due to factors like the utility usage due to changing seasons."