Why Genesys

“We added new messages to our IVR system in just a couple of minutes, which is almost unheard of in our industry. And we did this without relying on IT experts.”

– Ian Roberts, Operations Leader, Quicken Customer Care

With Genesys and Google Contact Centre AI, we found that we could use technology, like text-to-speech and automated speech recognition, to deliver new content faster.

– K. Santhiphap Phoemmongkhonsap, Senior Director, Cloud and Digital, TOT Public Company Limited

We’ve seen great improvements in our survey ratings, customers feel more valued at the end of the call, which is a major contributor to raising our overall Net Promoter Score.”

– Paula Mullan, Senior Manager Contact Centre Transformation for Westpac NZ

“Genesys has a clear pricing, wide range of functionalities supported by a professional team and a large partner eco-system. It is a reliable brand which is a great fit for a transformative digital start-up bank like ours.”

– Eugene Plotitsa, COO, Tonik

“Since the implementation, agent feedback has been very positive around the omnichannel experience we now offer. Together with the new Smart Agent Assist capability, the team is able to be more customer-centric in handling inquiries coming our way.”

– Justin Yu, Head of Planning and Business Improvement, Customer Care, Cathay Pacific

“Not only has Genesys enabled us to consolidate our previously disconnected channels into an integrated platform, it has considerably reduced the total cost of ownership for our company.”

– Krishnan Govindan, Head of Customer Service, ICICI Bank

“We have to ensure our teams follow correct process and give the most accurate information and best advice every time. That’s a lot easier now we have intelligent routing, call recording and workforce planning in the same solution.”

– Melissa Simpson, Chief Customer Officer, Feros Care

“Genesys Cloud CX is a big winner for us. The platform gets better every year. There are more and more enhancements, and that’s the evolution of cloud-based tech. I think we’ve had a very fruitful relationship with Genesys, which will continue to grow.”

– Rohan Khanna, GM of Technology, Innovation and Projects, Probe Group

“Genesys is the foundation that enables us to provide genuine care, empathy and tailored solutions in collaboration with our partner agencies.”

– Sue Ferguson, Director of Contact Centres, Service NSW