​​​​​“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.”

"Our customers want to engage digitally—and choose how, when and where they do that."

"We needed an omnichannel platform that enabled stricter compliance and breakthrough improvements in reliability, automation and efficiency."

“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.”