"What we want is to make the experience of our consumer the best one, without making our customers feel like they’re in different service channels."

"Digital adoption is up 19% and more customers visit our digital forum and knowledge base than ever before, with usage up 170%."

"We manage hundreds of agents and hundreds of numbers, yet because of the ease of use of the PureConnect platform, we’re doing that with just one dedicated administrator. It’s really unheard of, and as a result, it has saved us hundreds of thousands of dollars annually."

"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."

"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 …

"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, …

"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 …

"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."