“Genesys is providing us with the ability to build that omnichannel customer experience that we had in mind for our customers. It’s giving us the opportunity to share the same language with all channels that we are deploying throughout the organization.”

"Because Genesys Enterprise Workload Management enables us to eliminate errors and delays by automatically assigning tasks to exactly the right person based on their expertise, the consistency, accuracy, and quality of our work has been greatly improved, and has created a lot of savings in terms of man-hours."

"When we started the process of placing the customer in the center, we noticed that we were not going to be able to do it with the Avaya solution we had."

“The biggest impact is having data in one place and creating visibility right across the business of what that customer wants to do, We’re now able to understand why customers are making contact, how they are being treated and whether their needs are being met — and then to use …

“Touchpoints used to be restricted to sending a bill and paying it. That’s rapidly changing as customers look to conserve energy use, money and the environment. And we wanted to be at the front of that industry transformation and stand out for CX leadership.”

“Improvements achieved with Genesys Cloud are helping our teams to change more lives. We’re now able to have between 30% and 40% more interactions, which translates to supporting an additional 300 to 400 more survivors per week.”

“Customer satisfaction has increased significantly, and our average handle time has been significantly reduced.”

“Genesys gave us everything: future-proofed global cloud migration that could easily be adapted for local country telephony regulations and restrictions, with guaranteed service levels and experience whether our users work in the office or at home.”

“We’re able to create interaction codes and target warm customers with offers much more efficiently without constant screen jumping and duplicated data entry."

“The first benefit we noticed was stability and significantly fewer incidents, resulting in an 83% reduction in IT tickets, Another substantial change was CX agility. Now, with Genesys, it only takes a maximum of one month to launch a new contact center, compared to six months before. And we receive …

“With WEM, we have an all-in-one tool that does so much more, The ‘wow’ factor came especially from speech and text analytics, which we use for topic spotting and sentiment analysis to understand and act on employee pain points, for example.”