“Our on-premises solution was adding complexity. The admin effort involved in managing 15 servers was stretching our modest IT team. We also knew that achieving full redundancy and giving agents remote access so they could cover out-of hours would have meant significant investment. Running our contact center in the cloud …

“Genesys is very intuitive and can be understood in Japanese at a glance, making life much easier for our staff. That’s reflected in our reduced wait and call times.”

“We wanted to invest in our people, to help them continuously improve their performance, upsell and cross-sell more effectively. That meant finding ways to uncover skills gaps and speed-up essential knowledge transfer.”

"Implementing Genesys means we can capture the people who would have abandoned a call, so that we don’t lose that opportunity to sell. Now, around 60 percent of customers that are offered a callback take up that offer."

"In building a future-proof platform, we decided to focus our work on Genesys to avoid the complication of having to integrate several solutions. We see our contact center platform as a strategic asset and we needed to ensure its stability."

"Customers often express their satisfaction with the speed and service they get via our Facebook pages and, with more and more people wanting to interact with us over chat, we must be doing something right."

“We believe customers should be able to contact us on their own terms—choosing where, when and how.”

"Proactively sending appointment reminders via SMS has not only helped our cable client streamline installation processes, but also increased their customer satisfaction levels. Genesys provides deep expertise and mobile best practices to ensure our outbound messaging remains compliant."

"Employing the right methodology brings people, process and technology to the right point to solve a business challenge and layer in the right tactics to optimize operations."

"The Genesys Premier Edition - Virtual Contact Center allows flexibility in how we act as agents. The system is very efficient; it minimizes hold times and provides a level of reporting that has been a real eye-opener. It has made a dramatic improvement for our team and our callers."

"It is our understanding that this is one of the first programs of this type in the Company, and we are looking at ways to make it even bigger."

"Our contact centre is a critical part of our strategy and our business and its availability is paramount. Thankfully, with Genesys we have a very stable system."

"Genesys is one of the few companies that embodies its brand promise almost entirely. Put simply, the majority of functions are implemented just the way we expected them to be."

"We had a traditional call center technology platform that enabled us to route calls with reporting capabilities only for the telephone channel, so if we wanted to have new channels we had to add new components."

“We needed to have a platform in place that would be agile and easy to work with. We required that level of flexibility to make sure that everything would come together as one cohesive solution and to move away from fragmentation and inefficiencies.”