707 Genesys Testimonials

"After introducing Genesys Workforce Management, we’ve seen a 20 percent increase in the productivity of agents, in terms of number of minutes of agent time we need to employ to answer each call. We've also seen an increase in sales of around 30 percent over the same period."

"Our search was focused on offering our clients an omnichannel service — differentiated, simple, agile and decisive — when the client requires it and through the channels of habitual use."

"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."

"In Genesys, we got a professional services team who would stay the course and work with us on a multi-year global rollout."

"Providing a resilient platform to our customer care team and enabling our people to handle customer inquires using their preferred channels and methods are key capabilities in our technology blueprint. The completion of this implementation marks a major milestone in our technology modernization journey."

"Since the implementation, agent feedback has been very positive around the omnichannel experience we now offer. Together with the new Smart Agent Assist capability, the team is able to be more customer-centric in handling inquiries coming our way."

"Humm Buy Now, Pay Later is now the number one Buy Now Pay Later product in Australia for customer experience — and Genesys has no doubt contributed to that with the tools to provide that service to customers. We’ve got a platform to grow, scale and innovate on. It’s a true partnership."

"Choosing Genesys Cloud was really easy because it took out a lot of complexity and gave us one simple platform across all our sites, across all our products."

"Genesys Cloud is so user-friendly that the team is on track to build IVRs, which they couldn’t do before. They always had to log IT tickets before. Now we can do this ourselves and it’s been a real game changer for us and the team."

"The most important factor for us is the high degree of transparency of the solution. With Genesys Cloud, we can provide the group management with meaningful and reliable statistics at any time. Thus, we all can constantly monitor what is going on at any moment."

"Genesys has helped us develop an omnichannel platform. The solution uses high technology but also retains the human aspects, providing tools that help our agents understand our customers better."

“Customers shop online with their preferred merchant, process their order and receive a buy-now, pay-later option before checking out.”

"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."

“We’ve retired four legacy systems, further reducing cost and maintenance burden.”

“Within 60 days of launching, we actually reduced cost to serve by 40%, while increasing our average NPS from 25 to 55.”