“Genesys was chosen for its understanding of technical needs and market leadership. The implementation was fast and successful, with the project led by KTech.”

“With skills-based routing, we can route calls to match the skill level of the agents, and we have reduced the training period by 50%. Moreover, since we can connect customers to the agents who have the best skills, we are able to increase customer satisfaction.”

"Effective hybrid working is a top priority for our clients. So, we wanted a cloud platform that delivered faster user support services, was highly secure and reliable, and accelerated innovation. Genesys does that and more. The fact it’s built on AWS, a brand our customers know and understand, helps as …

“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.”

“One of the wonders of Genesys Cloud is its AI capabilities. AI is totally intertwined throughout the totality of the Genesys solution.”

“Genesys has allowed Best Buy Canada to be more innovative by providing a platform that’s like a perfect canvas for us to try new things, figure out ways to further surprise and delight our customers, and ultimately provide that best-in-class customer experience along with that best agent experience.”

“You’re not making agents hop back and forth between multiple different platforms, It’s all there and just makes things so much easier.”

“Virtual agents are allowing our agents to focus on the work they enjoy most: solving technical issues and providing higher-value support.”

“The best thing about Genesys Cloud is that everything is unified. We have rich, real-time data and a much more enjoyable agent experience.”

“Genesys Cloud allowed us to bring everyone to the same foundation with the same core functionalities. That opened the door to more innovation with AI, digitalization, and better service for every traveler, everywhere.”

“We want to stay ahead of the technology curve and have continued success in the contact center space."

“We wanted to harmonize customer experience by moving to one common platform and a Nordics operating model — effectively creating that single pane of glass for driving efficiency and managing all our customer journeys.”

“We’ve seen significant improvement in agent efficiency since introducing Genesys Cloud Work Automation to capture, assign, and monitor work items, particularly for smarter case handling and overdue payment collections.”

“CSAT and NPS aren’t just numbers — they are the mirror of our success. With Genesys, we’ve continued to improve performance, increase channels and digital capabilities, and make smarter use of human resources.”

“We handle more calls with fewer people and have never had higher NPS. Genesys has completely changed how we work.”