“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.”

“Through daily use of Genesys Workforce Engagement Management, our resource planning manager was able to accurately pinpoint requirements down to 15-minute segments.”

"The most important factor for us is the high degree of transparency of the solution. With Genesys Cloud, we can provide the group management with meaningful and reliable statistics at any time. Thus, we all can constantly monitor what is going on at any moment."

“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.”