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.”

"This transformation has led to substantial cost savings, seamless migrations, and the introduction of innovative features and capabilities, all while prioritizing customer satisfaction and efficient agent interactions."

"Effective hybrid working is a top priority for our clients. So, we wanted a cloud platform that delivered faster user support services, was highly secure and reliable, and accelerated innovation. Genesys does that and more. The fact it’s built on AWS, a brand our customers know and understand, helps as well."

"All the agencies were blown away by the platform’s flexibility and digital and reporting capabilities. What also stood out was how easy it was for a non-technical person to maintain. That was a big selling point. We stopped searching after that."

"Now customers only have one number to call, spend less time queuing and no longer have to figure out our organizational structure to get the right support. And our staff are better prepared and start conversations on the right foot."

"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 great at gathering valuable data."

"I had known Genesys for a few years, and after performing a competitive analysis, I was convinced by the costs. Although it is not the least expensive platform in the market, it is the most complete as far as the solution and services are concerned."

"We thought we needed five additional agents to help with the increased volumes. But it turns out that we had a scheduling issue, not a headcount issue. That saved us $250,000 in labor costs annually."

"While others talked about a roadmap, Genesys walked the walk and offered a license with room to grow. And through their user groups, we have a voice — and they listen when it comes to R&D."

"It was key to us to ensure that we picked a partner who could collaborate with us, who wouldn’t just sell us products. We really wanted to seek out a long-term partnership that was going to meet our needs."

"At QBE, we want to make it simple for our customers and partners. No matter what age you are, no matter what demographic you are, we want to make it easy to interact with us. I’m really excited that Genesys Cloud can allow that to happen."

"Now we’ve got the foundational capabilities in place. We’re already seeing the benefits in terms of technology infrastructure and savings, and improved agent and customer experience. And we can do some really cool things around predictive routing, natural language, speech analytics and introducing other channels."

"With an omnichannel platform like Genesys, we’ve gone from multiple disaster recovery strategies, business continuity plans and platforms to just one with Genesys Cloud hosted on AWS for high availability. It’s been very stable and our total number of incidents has reduced significantly."