“Investing in contact center technology added value to our brand and helped consolidate the mixed social security system in Uruguay.”

"The versatility of the cloud-based model truly empowered us to be highly effective by helping us elevate our external customer experience and optimize our internal organizational processes."

"We’ve seen a two-point jump in NPS, which shows you can introduce conversational AI without sacrificing the customer experience. This innovation was always about being able to better service customers on the channel of their choice, which for many is still voice."

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

"We see every interaction as a unique opportunity to cultivate a singular voice between our clients’ brand and their customers — strengthening the emotional bond and our value-add."

“For instance, our client might be headquartered in Italy and asking us to organize service in our offices from New York, Tokyo, Shanghai, Paris, Milan and London. With our customer management team and tech ecosystem, we are able to organize a tailor-made service around the world.”

"Our commitment is to use technology to enhance, not replace, human warmth and interaction. And for that we rely on Genesys."

"Genesys Cloud AI is very good at determining the best time to engage with the customer. As a result, we’ve seen a 10% increase in our chat acceptance rate with Predictive Engagement. And our conversion rate rose from 20% to 34% — a 68% improvement contributing towards a 29% increase …

“As well as being fast and simple to deploy, we liked the remote working capabilities and constant new feature releases.”

"We can now have the bots handle a wide range of call variants. Because of this, we have achieved our goal of almost complete automation."

“The fact that this works so well is also due to the fact that our customer uses humanized bots, which are not even perceived as complete automation by a good proportion of customers."

"As an all-in-one solution, Genesys Cloud offers a simplified user interface. This has enabled us to train our staff more efficiently, which has led to a 7–9% service level increase."

"The change in employee happiness has been so apparent that it’s been noted to other departments by our city manager who receives hardly any complaint calls or emails now. We’ve also seen staff turnover drop from 40% to zero, against an industry standard of 30% to 45%."

"We’re seeing a 20% increase in unique patient bookings, while our contact center operating expenses have reduced by 30%."

"We have managed to place key customer information on the agent’s screen, providing them with insights and enabling them to make real-time decisions."