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."

"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."

"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.”

“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.”