“We had an environment where, even if you called us every day, we wouldn’t have known who you were. Today, we know who you are, the parcel that you’re calling about, the status of that parcel, and when it will be delivered in nearly real-time. It’s a real market differentiator.”

“Our customers’ expectations have increased tremendously. This is where omnichannel experience comes into play.”

"We’ve done some comparisons between Genesys and other AI solutions. Over the last year and moving forward, we’ve decided to utilize Genesys AI for voicebots and chatbots through Genesys Dialog Engine Bot Flows or Digital Bot Flows for every implementation with conversational AI needs."

"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.”