Genesys Cloud

““Now, with Genesys Cloud, we don’t need to install various applications on the user’s machine,””

““The Genesys Cloud Reporting is great for uncovering insights that inform our planning and decision-making. That helps us present new ideas to the business such as routing and outbound dialer improvements or further ways to reduce agent idle time.””

““Customers used to contact us several times through different methods. Now, we’re able to serve them quicker and solve most issues the first time with less effort. Our agents are happier and don’t have to keep jumping between screens. We have seen a 50% increase in overall efficiency and significant Net Promoter Score uplift — key improvements that have a positive impact in reducing customer churn.””

““Achieving CRM integration and a 360-degree view across all channels has been a real game changer,””

““We got everything up and running on Genesys Cloud within three months.””

““From the moment the contract was signed, the implementation was quick and evolutionary,””

““You only need look at the out-of-the-box integrations, fast deployment time and high user satisfaction.””

““Ten years ago, we felt Genesys had the best R&D, tools and products in the Brazilian market — and that’s still true today,””

““With Genesys Cloud, we will be able to use all new functionalities from one central system from one provider, which is important to us.””

““Together, we’re demonstrating that a charity can be both technologically advanced and deeply human.” said Threadingham, “And that innovation can be a powerful force for empathy, safety and healing.””

““We’re demonstrating that a charity can be both technologically advanced and deeply human. And that innovation can be a powerful force for empathy, safety and healing.””

““Genesys Cloud isn’t just a technology upgrade. It is a strategic enabler that allows us to deliver on our mission with greater compassion, reach and impact.””

““The most urgent challenge was the emotional harm caused by forcing grieving individuals, including children, to retell their story every time they reached out,” said Threadingham. “This wasn’t just inefficient; it was retraumatizing. For an organization built on compassion and psychological safety, this was unacceptable.””

““Our experience strategy is designed to deliver support that is accessible, emotionally consistent and scalable, so we can meet people where they are and provide the right help at the right moment,””

““We cloned configurations and went live with voice within a week — and by the second week we were fully migrated,” said Fridman. “It was the quickest, most seamless deployment I’ve ever witnessed. Our agents are happier and have a bird’s-eye view of the customer. Also, we’ve removed distractions like IT management and can concentrate on providing exceptional service.””

““We saw a 49% return on investment, plus carbon reductions and other environmental benefits. Greater contact center elasticity means the business can adapt faster to events like seasonal peaks, airport strikes, pandemic-related travel restrictions and extreme weather disruptions.””

““We would never have been able to do this with our previous legacy supplier. Genesys has been a critical part of our COVID-19 business continuity plan.””

““Thanks to the agility of Genesys Cloud, we were able to get 400 agents working from home in just two days — with no impact on our customers.””

“Genesys helped build an AI engine using completely anonymized and encrypted data,”

“We started to see benefits in the first week, which kept on improving with data updates and better matches. There was also a significant reduction in queue time.”

“Genesys Predictive Routing enables our agents to get to more high-value, time-critical calls and wrap them up faster. That means they have more time to close more deals. And, most importantly, there’s less chance of the customer taking their business elsewhere due to queuing frustrations.”

““And I’m excited to be working with Genesys on what the future holds for us.””

““We have future-proofed our operations,””

““As new channels emerge, we assess whether those should be extended to our customers. So, this is an ongoing exercise,””

““That includes a particular focus on managing the customer’s experience through their most anxious moments, especially when there is a disruption or irregular operations that impact their travel plans. Genesys provides us with the right platform to build on this foundational capability.””