Our customers’ stories in their own words

Fanatics Reference Forum

Tune in to hear Nigel Ponds, Sr. Director, Global Workforce Forecasting, Planning, & Contact Center Technologies at Fanatics, Inc. discuss how Fanatics delivers unforgettable experiences each time sports fans buy, collect or bet through its digital platform.

City of Clearwater

Join Amy Sessions, Division Manager of Utilities Customer Services for the City of Clearwater, Florida, for a reference forum moderated by Bill Lochten, VP of State and Local Government, Education, and Academic Medicine at Genesys. You’ll hear how Amy provided leadership for IT operations and data for the city’s Utilities division, with topics ranging from her initial challenges to how to build a leading customer contact center.

Global Payments Inc.

Explore how Global Payments Inc. leverages Genesys to drive real-world results. In this candid discussion, you’ll learn why Global Payments chose Genesys; hear practical examples of technology innovation​ in the financial industry; and gain insights into the platform’s current impact and future potential​.

Unisys

Hear how Unisys leverages Genesys AI to drive real-world results, including how Genesys AI enhances operational efficiency, practical examples of AI-powered innovation, and insights into the platform’s impact and future potential.

Stanley Steemer

Hear how Stanley Steemer migrated many years ago from a Genesys competitor to PureConnect Cloud. Although on Genesys PCC, they did a cloud evaluation a few years ago and it came down to Genesys Cloud and another vendor. At the time they selected the other vendor but admittedly it was a very close decision. Nine months went by, and they were still on PCC and their Genesys account team continued to work with Stanley Steemer on their platform needs and continued to show the value Genesys Cloud could bring. Thankfully, Genesys got that opportunity when the other platform didn’t fulfill their promises. They canceled their contract and signed a Genesys Cloud contract; they have been using various channels and are beginning to further adopt AI and are looking to begin using Agent Copilot.

Missouri Department of Social Services & KWR Strategies

Hear how Genesys Cloud FedRAMP capabilities have been used to transform support as Nichole Conway, former Program Manager, Missouri Dept. of Social Services shares how she provided leadership for information, technology operations and data for the Family Support Division (FSD) at the Missouri Department of Social Services (DSS). Karen Robinson, CEO of KWR Strategies and former CIO for the State of Texas also walks through her technology decisions and infrastructure while she was CIO at the State of Texas.

National Domestic Violence Hotline

Hear how The Hotline — the only 24/7 hotline in the nation serving domestic violence survivors via call, chat, and text — utilizes Genesys Cloud AI capabilities to link survivors to nearly 5,000 shelters and domestic violence programs across the United States, Puerto Rico, Guam and the U.S. Virgin Islands. The organization has answered over 7 million calls since its founding in 1996.

Voya Financial

Voya Financial executives step through their cloud evolution, moving from legacy on-premises solutions including Avaya and Genesys Engage to Genesys Cloud. The team will share how the move to Genesys Cloud has simplified the agent experience, empowered self-service, and freed up Voya IT so they can focus on capability delivery. They’ll also example results to date, including increased speed to market, an enhanced innovation pipeline, and reduced total cost of ownership. In addition, hear how they’re leveraging speech and text analytics as well as journey management to improve customer experiences.

TechStyleOS

TechStyleOS, a leading global e-commerce retailer, shares details about its Genesys Cloud solution and how it migrated nearly 1,500 global agents from NICE in under 90 days. TechStyleOS was experiencing tremendous growth, and its existing solution lacked the stability and flexibility it needed. Genesys Cloud offered reliability and enabled it to diversify its existing channels and lean more heavily into an omnichannel strategy (SMS, chat, email, social messaging). Genesys Cloud’s open APIs allowed the company to easily connect to its custom CRM system and leverage existing third-party integrations. TechStyleOS has used AI for years and has deployed AI across all of its platforms and channels. Learn more about its use cases, benefits, and best practices, as well as future plans with Genesys Cloud.

Alight Solutions

Alight shares how they made the jump from Genesys Engage on-premises to Genesys Cloud in 18 months with the help of Genesys Professional Services. Alight Solutions, a leading cloud-based provider of integrated digital human capital and business solutions, had a complex technology environment and lacked a “single window view” of the customer journey for its 3,000+ agents. Genesys Cloud was the solution to those challenges. Alight was able to retire 10 legacy systems and partnered with Genesys to complete eight customizations that met all the company’s requirements while also enriching the Genesys Cloud product feature list.

HELPLINE

Helpline migrated from Genesys PureConnect to Genesys Cloud in 2021, during the pandemic. Hear details on this migration plus the innovation through AI and digital channels that is making them into market leaders.

Coca-Cola Bottlers’ Sales and Service

Hear about how Coca-Cola is using Genesys bots to infuse self-service activities directly within their IVRs to improve call distribution and drive efficiencies throughout their customers’ lifespan. Coca-Cola Bottlers’ Sales and Services and Coca-Cola North America are using out-of-the-box Genesys Cloud capabilities to modernize the customer journey with voice bots. Coca-Cola’s bots are identifying intents and call types to route customers to the right agent with the right skills quickly, helping to drive double-digit call transfer improvements.

Virgin Atlantic

The COVID pandemic put a huge strain on Virgin Atlantic Airway’s customer service operation. All its communication channels were flooded, whether digital, telephony, social, or via the CRM system, and the airline was struggling to efficiently handle customer communications. Hear how Genesys digital solutions have been a game changer for Virgin (displacing LivePerson) and going live with Genesys Cloud, digital first — in just 2 months. Now with web messaging, WhatsApp, SMS, social channels, and chatbots all seamlessly integrated, agents have a single unified view of the customer journey.

Rabobank

Rabobank has been on an incredible journey of digital transformation, thanks to Genesys Cloud. ‘Conversational Banking’ is their mantra. Hear their story of migrating 15,000 agents off Genesys Engage on-premises and Cisco, integrating it with their branches as well as traditional contact center agents, full adoption of bots and Web Messaging.

Lumen

Lumen’s IT infrastructure team discusses their migration from Avaya to Genesys Cloud. They needed a cloud solution to reduce the overall number of IT systems, simplify operations and maintainability, eliminate the investment in Lumen infrastructure and provide an integrated architecture that can scale to future demands and meet security requirements. Hear all about how they are accomplishing that for their 14,000 agents.

Sage

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 one version of the truth. Hear how they are now driving an innovative digital transformation.

Twiddy & Company

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%.

Irish Life

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.

FCT

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 recognize 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.

Alberta Motor Association

The Alberta Motor Association (AMA) is among the largest membership organizations 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 center. AMA also takes a deep dive into Workforce Management, IVR, and their future roadmap with Genesys.

Siemens Healthineers

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!

Electrolux

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 Cloud DialogFlow plays a key role in driving self-service with chatbots and voicebots from the outset. Strong stats from early KPI’s to share alongside all the use cases.

Uber

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.

Konecta, City Express & Mapfre

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%.

CallPageBoy

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 and automation, workforce management and use the open platform.

Ethiopian Airlines

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 monetized 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.

WGU

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.

Principal

Tony Graczyk, Assistant Director of Engagement Center 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.

Utility Warehouse

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 24 hours — 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.

Fiat Chrysler Automobiles

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.