707 Genesys Testimonials

"We’re not a huge contact center by most measures, but when we have questions or ideas, Genesys is quick to respond. This sense of urgency sends a clear message that our importance isn’t based on the number of seats we occupy or money we spend. Their responsiveness, along with superior technology and top-notch people, have enabled us to get more out of the PureConnect platform, so we can continue offering best-in-class customer service."

"The interface is very intuitive in look and feel. It’s a social kind of a platform. People can see, learn and use it. Genesys has done a fantastic job on the UI of this solution. We are going to save both time and money on the training of the staff.”

“We’re creating a level of transparency for our customers that is unprecedented in the industry. We’re constantly looking at ways to move the customer experience forward.”

"We can reveal the actual paths that donors would take across channels over time, and not just how we wanted them to do it, but the way they actually did. We’ve been able to see how donor behavior impacts our key performance indicators like revenue, lifetime value, conversion, churn and retention. Pointillist has enabled us to improve business performance and drive better donor experiences as well."

"Anything is possible with Genesys. I’m really proud that Lighthouse Works last year created over 25% of all new blind and visually impaired job opportunities in the US. What’s more, we’re one of the fastest-growing companies in our industry sector."

"We are undertaking a major transformation — of which Genesys is a big building block — that will change the way we operate."

"I believe our customers are noticing our investments through a better customer experience, which has laid the foundation for good commercial and financial results."

"Working as an agent is probably one of the hardest jobs on campus. It’s a very challenging position dealing with highly confidential information and difficult personal situations. In return, that hands-on experience, and learning to use tools like Genesys, prepares them for life after school."

"As an admin, the Genesys system is very user-friendly. Trainings can be assigned to employees, so it especially helps with new hires. We can also spot coaching opportunities and review calls with employees."

"Switching to Genesys Cloud made a load of sense. Although we use email and chat, our business is built around routing inbound calls to the right branch or franchisee. By doing that right the first time, every time, Genesys Cloud means more sales and appointment bookings."

"Downtime used to be a weekly occurrence, but I couldn’t even tell you the last time we had an incident. In productivity terms alone we believe we’ve saved nearly 2,000 hours."

"Migrating our contact center to the cloud was a challenge since we had a very limited time and all the complexity of implementing this during a health crisis. Thanks to the efforts of our team and the support of the Genesys team, we successfully carried out and completed this challenge. Most importantly, we improved our customers’ experience."

"All quality variables have been improving. We are now approaching the productivity rates we had planned. This is an important and very positive change, especially for those responsible for customer satisfaction."

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

"The three traits consistently ranking highest in our customer sentiment analysis are listening, kindness and professionalism. Our agents greatly enjoy the new self-evaluation tools and can monitor their own performance and development against targets, which they couldn’t do before."