"After adopting the Genesys solution, there were big improvements to our service. Our customer satisfaction increased by about 2%, and our first contact resolution rate increased by about 3%."

"Our contact center is now 100 percent digital. As well as increasing self-service and deflection rates, we’re able to take advantage of automation opportunities that we simply never had before. And we no longer have the cost or logistical headache of call management."

“The big Genesys difference is the unified solutions module attached to the tool. In addition to all the channels, my quality area can report on each call and chat in the tool itself. We can see the entire customer journey.”

“There’s no comparison when it comes to Genesys. With greater efficiencies, we can empower our workforce to support customers across multiple touch points seamlessly. Plus, personalized, self-service applications not only improve customer experience but shows that we’re keeping innovation top of mind.”

“By offering this solution in partnership with Genesys, we’ve really exceeded the goals and aspirations of our internal customers.”

“Working with Genesys has been one of the more rewarding customer and vendor relationships that I’ve had in my career. And this is just the tip of the iceberg. We’re so excited to continue our work with Genesys.”

“This has been a very good experience for us, and it has had a great outcome. Now we are able to provide a consistent customer experience across all channels we are able to weave together these interactions. For us Genesys is like a single pane of glass."

“The virtual customer experience has to equal the one they get at the branch. That means providing fast access to experts and consistent, personalized service across all touchpoints—web, mobile, and social media.”

“We will realize the idea to ‘amaze’ customers. We like to satisfy customers, but it’s not enough. Genesys will be an important player in this big challenge.”

“One of the key benefits of Genesys is that single platform. You've got the ability to add different channels and you've got visibility with all of those interactions you are having with the customer."

"BSN has the people and the processes, but we need to have a consistent technology that can support our expansion plans. The Genesys solution is not only able to support our requirements today but it’s also in line with our vision for tomorrow."

“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.”

“Beyond the many tools that come with the Genesys solution, Genesys also helps us integrate the CX Platform with all the other technologies that we have within the company.”

“We are adding channels to the portfolio, and Genesys is enabling us to provide the type of customer experience we want to provide to our customers.”

“We wanted a growth-ready system so that we could add more channels and, potentially, extend our services to local government and higher education clients among others. Meanwhile, a sophisticated VoIP system was vital to maintain our service level agreements.”