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

"Implementing Genesys means we can capture the people who would have abandoned a call, so that we don’t lose that opportunity to sell. Now, around 60 percent of customers that are offered a callback take up that offer."

"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."

"We’re using Genesys technology to help us be more sophisticated in our service delivery, and to really understand the voice of the customer."

"“The Genesys solutions are intelligent and, from a supervisory standpoint, they help me to manage my day."

"The Genesys technology we use here on a daily basis is really excellent. I think that if people saw it in action from our side of the phone, and saw exactly how their information was obtained in that short amount of time, their jaws would drop. It’s really impressive! And …

"Genesys gives us full control over all channels and tasks from one location. The system — together with the new organization, the new processes, and the training we’ve given our staff — has helped us to be much more customer-centric and provide much better service."

"We decided to implement the Genesys solution because its flexibility matched our business requirement very closely. It is also robust, highly scalable and, of course, more cost effective."

"Compared to other products [Genesys gives us] great flexibility to put our business rules in the system and make them work correctly without any constraints. It’s really a great advantage for us with Genesys."

“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.”

"I hope that being an early mover will give us a competitive advantage. No matter how our customers choose to interact with us, we want to provide the best possible service. Genesys Social Engagement and Genesys eServices are helping us do that."

“We’re creating a level of transparency for our customers that is unprecedented in the industry. We’re constantly looking at ways to move the customer experience forward.”

“One of the challenges was tying customer interactions across our touchpoints. Customers were managed in a siloed fashion: from a retail, customer care, and digital perspective. And what we’re trying to do is to actually allow them to seamlessly transact across those channels. And that’s also what makes Genesys a …

“We’ve improved conversion rates by simply being more targeted in managing leads and matching high value customers with our top agents.”

"Thanks to Genesys, we’ve reduced our 'average speed-of-answer' by thirty seconds. In our business this is a big deal ― a classic win-win, both for the corporation and our customers."