Our customers’ stories in their own words
Live customers. Live Q&A. No frills.
Live customers. Live Q&A. No frills.
Pankaj Kamat, Product Manager at Uber, discusses how the company implemented the Genesys CloudTM platform on a global scale to support over 20,000 agents in more than 60 countries. Pankaj discusses how Uber uses the Genesys CloudTM platform to integrate with the company’s in-house customer care platform, its deep use of APIs and how it quickly responded to the COVID-19 pandemic.
Listen to this one-hour discussion with Pankaj Kamat, Product Manager at Uber, to find out more about how they implemented Genesys Cloud on a global scale to support 20,000+ agents in 60+ countries. Pankaj will discuss how Uber uses Genesys Cloud to integrate with their in-house customer care platform, their deep use of APIs, and their use of Google DialogFlow and bots. He will also cover how they were able to quickly respond to the COVID-19 pandemic.
Listen as Blake Stockslager, CIO of Twiddy & Company, talks about their experience migrating from Cisco Cloud to Genesys Cloud. As a result, their customer satisfaction (CSAT) is up to 90%, while average wait time has dropped by 90% and abandonment rates are down 26%.
Coca-Cola Bottlers’ Sales and Services (CCBSS) supports operations for their bottler owners as well as bottler-owned production cooperatives, Coca-Cola North America and other participating beverage partners across the Coca-Cola System. Hear about their experience migrating from PureConnect Cloud to Genesys Cloud achieving 50% savings in TCO, 33% reduction in system administration efforts, improved employee experience and increased outbound efficiency.
Hear how TechStyle made the decision to migrate to Genesys Cloud and the success the online retailer is seeing. To propel the business forward, TechStyle sought to transform its global contact centres by increasing service automation and focusing human resources on revenue-generating work. It also needed a more economical way to deal with spikes in volume.
The COVID-19 pandemic has forced businesses to take unprecedented measures to ensure the safety and health of their employees and the general public. Hear how Koch Industries and TechStyle used Genesys Cloud to quickly adjust to this crisis, how they support agents at home, and what they see long term.
Electrolux as a brand needs no introduction. But when they changed their business model to get closer to the end consumer, they needed a new IT infrastructure and a new CX strategy for the 23 countries in which they operate. Genesys Cloud replaced multiple legacy on-premises solutions and started them on their omnichannel journey. Google DialogFlow plays a key role in driving self-service with chatbots & voicebots from the outset. Strong stats from early KPI’s to share alongside all the use cases.
In a turbulent time for the travel industry, hear how this company is using technology to still prosper. Genesys Cloud + Predictive Engagement together improved service delivery and monetised the airline’s website window shoppers. Ethiopian Airlines shares their experience using voice, email, chat & WFM for 500 agents with some incredible success stats thrown in.
The Alberta Motor Association (AMA) is among the largest membership organisations in Alberta, representing more than 975,000 members. Hear how the AMA team migrated from Avaya to Genesys Cloud to manage their 800+ seat call centre. AMA also takes a deep dive into Workforce Management, IVR, and their future roadmap with Genesys.
All Things Workforce Engagement Management With Alberta Motor Association & O2E Brands. The Alberta Motor Association provides its members with roadside assistance service, a range of auto touring and leisure travel services, insurance services, and member discounts with partners. AMA has nearly 900 agents on Genesys Cloud and takes over 600,000 calls a year. They moved to Genesys WEM from using Verint.
Based out of Vancouver, O2E Brands takes ordinary homes services and turns them into exceptional experiences. The parent company does that through a family of fast growing brands including 1-800-GOT-JUNK?, Wow 1 Day Painting and Shack Shine. They have over 500 agents and moved from PureConnect to Genesys Cloud. They are one of the largest WEM users for Genesys.
Siemens Healthineers provides medical equipment and services globally, with 240,000 patient touchpoints every hour. Calls being answered in a timely manner literally saves lives. System downtime is not an option. Hear how their move to the cloud with Genesys Cloud is advancing their vision of Always on, Always in touch with their customers and driving digital transformation. They came from siloed, aging and unreliable on-premises systems. It’s been a rapid global rollout into 30+ countries, 250+ offices, with 2,200 agents in just eight months. And, zero system downtime!!
Swisscom is the leading telco in Switzerland and a long-time Genesys With full omnichannel capabilities, it recently added WhatsApp and Apple Business Chat to its portfolio, allowing Swisscom to be wherever its customers are. Rolf Neukom, Product Manager Messaging Channels and Chatbot, shares insights into how and when Swisscom implemented the solution and the outstanding results so far.
A large energy provider in the UK, Utility Warehouse moved its estate of 1,000 agents from a legacy on-premises solution to a Genesys Cloud solution in 24hrs — all on an accelerated schedule due to the COVID-19 pandemic. Kevin Mythen, Digital Support Experience Manager, talks through the selection process, implementation (at speed) and the benefits Utility Warehouse is already seeing.
Listen as Daniel Pullo, Manager of Customer Retention & Top Care for Fiat Chrysler Automobiles, explains what led the company to choose a cloud-based application. And find out how handle time, routing, and agent and customer satisfaction all improved after a move to Genesys.
E.ON is one of the leading UK energy providers where CX is a critical differentiator for them. Using Google Cloud CCAI alongside their Genesys Engage on-premises solution, they have created an incredible conversational AI story — which they rolled out quickly and with ease. Identity and verification (ID&V) rates for calls went from 64% to 89%. For chat, ID&V is a 94% success rate! They have 51 live bots. Speech recognition success rate is a staggering 95%. The cost: benefit ratio went from 1:1.2 to 1:4.7 in 6 months and they finished 2021 with 39% calls and 48% of chats fully contained in automation.
Paul Bordeaux, Vice President of IT at eFinancial, outlines the company’s move from the Genesys® PureConnectTM solution to the Genesys Cloud platform. This is a great opportunity to hear more about how it migrated three weeks ahead of schedule and realised record-breaking sales results.
CallPageboy is a small but mighty BPO customer in Ireland, dealing efficiently with 10,000 calls weekly, with similar volumes of enquiries across SMS, email and chat, on behalf of more than 200 clients across over a dozen industries. Listen as this company details its migration from the existing Pureconnect Premise system to Genesys Cloud. They currently use inbound & outbound voice, digital, self service & automation, workforce management and use the open platform.
Vodafone Germany is a long-time GenesysTM on-premises customer and is fully omnichannel. The company was also a frontrunner in adding WhatsApp to its digital channels, alongside Apple Business Chat and chatbots.
Hear 3 large Latin American companies talk about their experiences migrating from their on-premises platforms to Genesys Cloud in a simple and agile way and achieving the expected benefits. Some results include: Mapfre increased digital engagement with its customers by increasing its productivity 300%. City Express managed to serve 100% of its customers and members of its club without falls or failures. Konecta managed to allow 85% of its agents to work from their homes, thus adapting to current circumstances and increasing the satisfaction of their employees by 12%.
Tony Graczyk, Assistant Director of Engagement Centre WFM at Principal, shares a story about the company’s migration from an aging legacy platform to Genesys Cloud — and how the technology update enabled true skills-based routing and put its omnichannel vision within reach. As one of the larger Genesys Cloud customers, Principal shares insights about scaling, implementation best practices and adjusting to a work-from-home environment.
Irish Life (part of Canada Life) is one of Ireland’s leading finance and insurance companies. Years of on-premises legacy systems had hampered their CX evolution, but Genesys Cloud is now changing this for their 1,100 agents. They are currently using inbound and outbound voice, IVR, callback, chat, voice recording, integrations for QM, CRM, workforce management and PCI compliance. They recently launched voicebots (Google Dialogue Flow + Genesys Dialog Engine Bot Flows). Hear how they are creating better synergy between the multiple divisions to streamline the customer journey, providing a ‘one-stop shop’ for customers and harnessing CX across sales, marketing and service.
Sage is a global SaaS-based provider of software to manage accounting, finances, payroll, operations and people. They grew rapidly through acquisition and needed to consolidate multiple legacy and siloed systems. Genesys Cloud has allowed Sage to retire legacy systems and consolidate to 1 version of the truth. Hear how they are now driving an innovative digital transformation.
When leading Verizon retailer TCC Round Room wanted to innovate, it knew it had to move off its legacy on-premises contact centre system. By transitioning to the Genesys Cloud platform, it was able to consolidate multiple solutions and significantly boost productivity. In addition, it relocated agents to home working within 48 hours in response to the COVID-19 pandemic. Using a phased approach, TCC Round Room was able to gain greater control over systems and embrace innovation.
FCT seamlessly moved to the Genesys Cloud™ platform during one of their industry’s most monumental shifts in the way they do business. Now, when processing transactions they can recognise customers before accepting a call. And with support for chat, PCI compliance and Salesforce integration, along with a built-in workforce management resource, they can provide a more accurate and efficient level of service to their customers.
Chris Layton, Lead Engineer & Architect for Communications Technology at Western Governors University (WGU) walks through the university’s use of Genesys Cloud. WGU’s nearly 3,200 “agents” are student support teams interacting with the virtual student population. WGU made the migration from Genesys PureConnect Cloud to Genesys Cloud in 2018. They have voice, email, chat, speech analytics, SMS, screen sharing, WFM, and Salesforce integration.
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