638 Genesys Testimonials

"Speech analytics enables HRRG to measure and monitor agent performance on every call, in exactly the same way for each agent, which was impossible for us to do previously using traditional methods."

"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."

"Every patient tells a unique story, and understanding their needs before they even walk through our doors is the cornerstone of exceptional care. With a unified platform, we’re finally seeing the whole picture — allowing us to anticipate needs, personalize treatment and provide the holistic support our patients deserve."

"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."

"Around 24% of clients now interact with some form of AI capability with 35,000 conversations enhanced through intent and voice recognition alone. We’ve seen support and admin drop by as much as 70%, for a marked reduction in agent overheads."

"Close to 90% of customers calling in successfully self-serve using our redesigned IVR, which we can now update ourselves in real time. Similarly, over 95% of all chat conversations are resolved by a bot and never touch an agent."

"We’re one of the first NEMT companies to leverage AI plus real-time data capabilities and analytics to ensure data security and quality performance at scale. This will be a difference maker for our members, granting them the access to care at the level that best serves them."

"Genesys Cloud has been a real game changer for the way we operate, and I anticipate we will continue to enjoy further significant business benefits in the future."

"We’ve fully optimized our data, bots and channels from both Genesys and Salesforce, with no coding required. That’s massive. It means fewer open tabs and screen hops. And it gives our agents the aggregated 360-degree customer view they were missing, to deliver a better personalized experience."

“We could just about work out how many calls we were getting and had no way of deflecting customers through self-service or digital channels. Even basic stuff like creating a new IVR recorded message or integrating other systems was incredibly hard.”

“I think as a vendor their performance with us has been exemplary, and there’s an awful lot more that we can do together in the future.”

"New technology is allowing us to be even more efficient and effective at our services. And that’s what I’m very excited about."

"Our role in technology really is to enable the best conversations between counselors and the young people that reach out to us. It really is to reduce that friction, to allow counselors to truly focus on the conversation instead of the technology itself."

"The overwhelmingly positive feedback we have had from our contact center agents highlights the success of this transformation."

"The technology speaks for itself, but the value of our partnership with Genesys goes way beyond that. It’s about strong collaboration, experimentation and the willingness to jointly develop exciting client propositions — helping Rainmaker to stand out through differentiated experiences with high-performing bots and predictive routing, for example."