“We wanted to harmonize the call center and customer interaction processes, reduce the internal support and vendor support expenses, optimize the IT landscape, tune up the data exchange processes inside the call center, and enhance the customer service. All these tasks were solved with the help of Genesys solutions.”

“The biggest benefit of Genesys Speech Analytics is establishing a Quality Management function without having to staff a whole department.”

“When a call comes in, the agent invariably knows who the customer is, where they’re calling from and their company’s travel policy. So, they can greet them by name and will already have a good idea why they’re calling. For example, they’ll know if they’ve missed a connection or a …

"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 …

"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. …

"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."