“Satisfaction has rocketed from 40% to 75%. And we manage very differently now. We do everything in real time and no longer have to make decisions based on yesterday’s data.”

“Our goal was to bridge gaps between sites and, above all, prevent a multitude of contact points from hindering our clients.”

“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 were a traditional contact center, but we chose to transform into an experience hub, embracing AI not just as automation, but as an empowerment tool for our people, and as a catalyst for a cultural, strategic and emotional transformation.”

“We needed a bigger solution to unify our omnichannel. Genesys gives us a tool to make sure we have a solution to give a better experience.”

“When you implement a contact center software like Genesys Cloud, it elevates you and is a catalyst to other innovation. It’s allowing us to continue to level up.”

“We believe that the concept of omnichannel is where the experience begins, because we can offer customers the ability to communicate in different ways or through different channels at any time."

“Customers must be able to reach us easily. And when they do, our priority is first-contact resolution. Our software and internal processes need to be intelligent and efficient — not just to enhance the customer experience, but also to enable and support our employees.”

“Our goal was to improve the customer experience with smart, effective tools, We wanted to be among the best digital, multichannel banks in Germany, and Genesys is key to achieving that.”

​​​​​“We want to provide the best experience we can for customers, and the call center is an important part of that, It’s where a lot of the frontline interactions happen, often at important moments for customers. Our teams need the right tools to focus on those conversations.”

“We’ve invested in improving our customer experience across all our touchpoints. This has led us to invest in new website solutions, mobile applications and, of course, a contact center that allows us to offer a communication channel with a distinct experience for our customers.”

“What Genesys offers, both at the client level and internally with our IT department, was the connectivity of a more optimized flow directly to the client."

“We often experience sudden storms, and vegetation hits the power lines, causing various outages, which are the most critical moments we experience."

“In that moment of need, when people reach out, it’s safety that’s at stake. For us to be able to make that experience simple — for you to get the support you need at the time you need it — is something we obsess about.”

“My team dealt with a lot of aggression and morale was down. Callbacks have really helped both team morale and customer satisfaction, Between that, and the sense of security that we won’t lose people at their most vulnerable time, our interactions are more positive from the get-go. It’s been a …