“The move to Genesys has enhanced our go to market IVR services. It provides a simple-to-use application development platform.”

“Our entire focus is on the customer. We want the customer to be able to access their information across all available channels anytime, anywhere they want – on the website, on the mobile app or even chat to us, 24/7.”

"There’s a story about a mother on Twitter who had broken her antique ABN AMRO money box. It was 20-years-old and one of her son’s favorite items. Our agent picked up the Tweet, found a copy of the box in our archives, and sent it to her. She was absolutely …

“With our Genesys Cloud solution, we’re able to provide the client experience our brand is known for.”

“Genesys best met our needs on a single platform. It provides both the routing of interactions across different channels and the entire operation management, besides offering a module for monitoring and recording agents.”

“Our agents used, on average, 15 software programs simultaneously, We also had a large voice channel and a channel for chat. Our goal was to offer voice, chat and WhatsApp over a single channel.”

“The big Genesys difference is the unified solutions module attached to the tool. In addition to all the channels, my quality area can report on each call and chat in the tool itself. We can see the entire customer journey.”

“We are using artificial intelligence to help develop customer relationships. The result is improvements in operational efficiency, customer experience and consumer satisfaction.”

“I would need a license and to go through a whole bureaucratic process, Now we can do a turnaround in seconds.”

“Our experience using Genesys Copilot over recent weeks and months has been really positive I expect Eir to see massive benefits from using it.”

“We now have six clients using live bots that we created and manage ourselves. Together, they resolve around 60% of end customer requests first time, without ever touching a human agent. And we don’t have to worry about data leakage.”

“Telephony is no longer a headache and reliant on out-of-hours support from external vendors. In fact, by combining Genesys Web Messaging and chatbots, we’ve managed to reduce IT ticket volumes by 80%.”

“We’ve now got a clearer understanding of customer intent and call drivers, thanks to the analytics available within Genesys Cloud. That’s allowed us to focus on particular agent behaviors that reduce our costs and handle time.”

“If we can dream it, we can do it. There’s nothing we can’t do with Genesys.”

“We’ve been able to generate over $650,000 in savings over a three-year period through our migration to Genesys Cloud. That’s been pivotal in enabling us to reinvest back into innovation.”