638 Genesys Testimonials

“For the growth of our business, we needed a cloud-based system that we could utilize across our properties both now and into the future.”

"Now we can focus the training of agents so they can solve problems more efficiently, and establish improvement actions and procedures to enhance customer service."

“Genesys has made us more efficient with the data that’s being captured. It allows us to do a lot of reporting based on the standard reports. From those reports we are able to automate some of those data feeds into our customer experience dashboard that allows us to understand the customer in all the journeys that will touch Lenovo.”

"All kinds of routing scenarios are possible. We can create new scenarios in line with our actual needs and circumstances. Flexibility is one of the key benefits of the Genesys solution."

"The Genesys solution is helping us improve our sales performance on the front end while protecting customer retention by providing a consistent customer experience. And because calls and tasks are now prioritized according to business and customer needs, we’re operating more efficiently and effectively than ever before."

"Genesys Cloud cloud-based services has had a real impact on our bottom line, not only decreasing call center labor costs, but also increasing revenue by enhancing the customers experience."

"The most popular functionalities from the agents’ point of view are the scheduling and 'snoozing' of the task. Agents don’t have to remember, or refer back to, their personal notes to manage their promised follow-ups, or manually set date and time reminders. Genesys iWD makes sure we distribute tasks, reminders, and follow-ups at the right time to the appropriate agent."

"Thanks to Genesys iWD, we can now leverage the saved capacity to enjoy greater flexibility and efficiency in the planning and management of additional sales activities, such as following-up on leads. Supervisors’ capacity, previously used for operational management, is now used for people management. We’ve been delighted with the business results."

"We have been able to improve processing times, and the customers have been more satisfied by the quick management of their claims."

"When I arrived on the scene I found there was no real time oversight of workloads, volumes, or customer service. The obvious answer was to look at the problems from a business rather than an IT perspective."

"Our collaboration with Genesys Cloud Communications provides us with the technology and mobile marketing expertise required for more efficient, measurable contact with customers. Back-to-school shoppers have benefitted from the convenience of our mobile microsite and a number of instant-win prizes from Stage Stores and the USPA."

"Genesys used its expertise to design the IVR solution, create a technical specification to satisfy our hardware requirements, and deliver services to configure and test our six IVR servers."

"What’s the dollar value of reducing customer attrition by half a percent? One percent? This is where you find the real ROI upside of your customer experience investment."

"Genesys Enterprise Workload Management streamlines processes, adds visibility to what’s happening to customer service fulfillment, and makes employee's lives easier. While we started with only a few processes in workload management, we’ve been adding them by request because it’s popular."

"Genesys Workforce Optimization offered comprehensive, instant integration with other Genesys modules. The benefits were so clear that, in the end, there was literally no contest. It was also the easiest implementation process I’ve ever known, anywhere. And service and support have proved to be excellent, too."