“With Genesys Cloud CX, our teams now have the ability to work from home as and when they need to, We’re in the business of risk and events, and the ability to move teams around and still have them accessible to our clients is massive. It means we can use …

"Telstra Contact Centre Genesys Cloud CX has only been live for three months since implementation in December 2019, and the team has already experienced significant improvements in operational efficiency, staff efficiency and customer experience."

"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."

"Our business analysts have better data and reports than ever. We are now able to see the impact of price changes and sales campaigns on our bottom line, which we could not before."

“We also liked the fact that Genesys had an online community where people could post ideas which would be considered and noted for future product development.”

“PCI Pal has been a huge win, eliminating lots of fixing and network segregation, and reducing our compliance scope. We’ve also integrated Zendesk for IT ticketing and PureInsights for repackaging of Genesys Cloud data and transcriptions, again significantly reducing effort.”

"We made the strategic decision to partner with Genesys over other vendors. This choice was driven by the industry-leading reputation, comprehensive feature set and proven track record of Genesys. In a competitive market, Genesys stood out for its ability to meet our specific requirements and deliver a unified solution."

"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."

“This transformation has significantly improved our understanding of agent performance, enabling us to identify and address areas for enhancement."

"Our contact center is now 100 percent digital. As well as increasing self-service and deflection rates, we’re able to take advantage of automation opportunities that we simply never had before. And we no longer have the cost or logistical headache of call management."

“We weren’t able to connect previous member interactions, or accurately plan and schedule resources."

"When we compare Genesys Web Messaging to our previous offering, we are closing 220 percent more conversations. So, we’ve actually doubled our efficiency."

"I’m really excited about the future of customer experience. I think that Genesys has a nice balance between understanding that the better an agent experience we have, the better the customer experience will be."

"What stood out about Genesys was the ease of adapting the platform to fit our needs. The ease of integrating with other third-party systems such as Salesforce, as well as the user-friendly interface, really caught our attention."

“The ease of integrating with other third-party systems such as Salesforce, as well as the user-friendly interface, really caught our attention.”