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

"The interface is very intuitive in look and feel. It’s a social kind of a platform. People can see, learn and use it. Genesys has done a fantastic job on the UI of this solution. We are going to save both time and money on the training of the staff.”

"After two or three months, we started to see Net Promoter Score go up and average handle time go down. It was especially important to see average handle time reduce on in-warranty repairs because that is pure cost for us. We’ve also seen an improvement in first-contact resolution — a …

“The truth is that it was the best decision we could have made.”

“Now we can serve customers when they need us, not only when we are available.”

"Due to the user-friendliness of Genesys Cloud, we were able to train our people within two hours and have them up and running almost immediately."

"We no longer have fluffy metrics. We’re able to say, ‘with this initiative we’re going to increase our customer satisfaction and Net Promoter Score by x or we’re going to decrease costs by y.’ We couldn’t do that before."

"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."

"The Genesys Cloud platform is easy to use and has the features and functionality that meet all contact center needs. This reduces the duration of each call to support and customer service."

"As a BPO, it’s vital we provide a consistently great experience to our clients’ end customers, while bringing in the project on time and within budget. Genesys gives us that certainty."

"The combination of Genesys and AWS Workspaces enabled us to seamlessly pivot to home working and keep services running."

"Before, our advisors had to operate three or four screens. Now, they just have a single login and easily handle calls, email, text and chat conversations through one desktop interface. And they get the data they need with less clicks and effort."

"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."

"The transition happened very rapidly, and the experience has been beyond expectations. There is a reason why companies that have customer interaction as their lifeblood rely on folks like Genesys."

“Genesys enabled us to implement two projects in parallel, by eliminating the risks of re-platforming our voice and CRM systems at the same time.”