707 Genesys Testimonials

"The Genesys architecture is game changing. It lends itself to hosting and cloud deployment, and the functionality means that we can implement it in a way that helps agents do their job well, rather than constrain them with a bunch of rules. So, to produce our SaaS offering for Jetstar, we clearly needed to put Genesys at the heart of the platform."

“Genesys SIP-based solutions enable us to centrally manage our multiple contact centers into a virtualized integrated platform, which improved our business scalability dramatically. The Genesys team really knows our business and demands, supporting our services with technologies closely to achieve the goal together.”

"Genesys Cloud has been a real game changer for the way we operate, and I anticipate we will continue to enjoy further significant business benefits in the future."

"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."