638 Genesys Testimonials

"After adopting the Genesys solution, there were big improvements to our service. Our customer satisfaction increased by about 2%, and our first contact resolution rate increased by about 3%."

“Because we were cloud-based, we were able to double our network capacity in just weeks—instead of months. The process went much smoother than when we had to manage it ourselves.”

"With everything factored in, we realized we could get a better tech stack with weekly feature releases and more capabilities for around 9% less spend. And that’s since proven to be the case."

"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."

"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%."