"The availability of an efficient multichannel and multimedia contact center platform is essential to ensure the value of every single need and any recommendations suggested by the customer."

"Digital adoption is up 19% and more customers visit our digital forum and knowledge base than ever before, with usage up 170%."

"On March 22, we still had two call centers running on-prem. By the end of the next day, we were 100% on Genesys Cloud with 400 staff relieved to be working from home. April turned out to be one of our best-performing months on record."

“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."

"We used to process in-coming calls with a customized software package, which unfortunately failed to meet our expectations. So we switched to Genesys — a comprehensive and completely SIP-based solution. We haven’t regretted our decision for one second."

"The use of Genesys solutions means it’s technically easy for us to implement strategic business decisions, not only making us more flexible but also speeding our time to market."

"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."

"The Genesys solutions give us a great opportunity to take the business forward and to offer new routes of communication to our customers that match their changing expectations. Genesys has allowed us to build a highly responsive and fully compliant customer service environment, which is delivering excellent quality of service …

"Together with NextiraOne, Genesys and Alcatel-Lucent provided a fully integrated solution with a single pointof-contact. We choose this solution because of the maturity of the Genesys and AlcatelLucent products, and because we could see a clear roadmap of future developments delivered by adopting it as our core technology."

"Genesys provides user-friendly tools that make it easy for business users to make changes to the solution and the way it supports the business, so we no longer need programmers and technical specialists to do that."

"With Genesys we now have remote agents logging in virtually as if they were in the call center. Walking through issues and quickly helping agents in the field was the most attractive to us and Genesys delivers that."

“This technology has been a game changer for us. I’ve been in this industry for over 15 years and this is the first time we’ve had the ability to build two-way conversations and relationships with customers.”

“The marriage of the TELUS culture plus Genesys technology creates the exceptional agent experience and customer experience that we strive for.”