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."

"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 in revenue per visit."

“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."

"With the choice of the Genesys highly integrative cloud solution and its implementation by our partner NTT, we were able to overcome all previous challenges in a record three months. With this solution, we have laid the foundation for the future business areas of O.phon and the associated companies."