"Rules-based failover processes insure that, should a contact center be out of action for any reason, traffic is automatically routed to the other two."

“Using IPA, we can now capture prospect information more efficiently and accurately, while answering customer questions more quickly. Combined, this has given us a major competitive advantage.”

“The best thing about Genesys Cloud is that everything is unified. We have rich, real-time data and a much more enjoyable agent experience.”

“Partnering with Genesys has been important for us because it has allowed us to integrate many of our internal systems, which has improved our readiness for our specialists when they engage with our customers. This is very important as we deliver world-class service.”

"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, …

"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 …

"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."