Genesys Cloud

““It adapted to my needs, while providing significant cost savings.””

““I had known Genesys for a few years, and after performing a competitive analysis, I was convinced by the costs. Although it is not the least expensive platform in the market, it is the most complete as far as the solution and services are concerned.””

““One of the significant milestones of our migration to Genesys Cloud relates to the large amount of information provided by the system,” concluded Iturrieta Muñoz. “This lets us control all variables in a single tool, which helps us make decisions, in advance and with great accuracy. Before the migration, we had to resort to several different tools to obtain key service data, and we couldn’t get that data in real time. This changed significantly after the migration and allowed us to improve our reaction times to everyday challenges.””

““All quality variables have been improving. We are now approaching the productivity rates we had planned. This is an important and very positive change, especially for those responsible for customer satisfaction.””

““Genesys Cloud allows us to do all of our management ourselves, because the systems our agents use have a simple and intuitive format,” said Luis Iturrieta Muñoz, Operations Manager of the 24-hour contact service at BancoEstado. “This lets us reduce management times and avoid having to resort to costly solutions. It also makes the agent training process very simple and user-friendly, allowing agents to learn to use the system in a matter of minutes.””

““When we integrated our Genesys solution with Salesforce, we got a 360-degree view of the customer,” said Molina Carvajal. “This was a huge gain. It let us apply the concept of ‘I know my customer,’ which is fundamental.””

““The move was very fast,” said Molina Carvajal. “Initially, we thought the implementation was going to be very difficult, but with a synchronized team effort from the bank and Genesys, we did it in two and a half months, with more than 70% of our services live and running.””

““We didn’t want to make a big-bang kind of change, because that would inevitably lead to errors,” said Chávez Tuesta. “It had to be interactive and gradual. Considering the results, I think this approach, with the help of Genesys, was very successful.””

““Migrating our contact center to the cloud was a challenge since we had a very limited time and all the complexity of implementing this during a health crisis. Thanks to the efforts of our team and the support of the Genesys team, we successfully carried out and completed this challenge. Most importantly, we improved our customers’ experience.””

““Looking ahead with Genesys, our goal is to use new technologies to make interactions seamless,” said Gómez. “The priority is for conversations and interactions with customers to be meaningful both in the voice and digital channels. With the support of platforms like Genesys [Cloud], we have the ability to create relevant and effortless experiences.””

““Customer experience is very important to BAC, but we don’t stop there,” said Cinthya Moreno Gómez, Service Channels Corporate Director at BAC. “We are life-centered and understand that both our customers and BAC employees are unique, and we must add significant value to their lives.””

““We have managed to place key customer information on the agent’s screen, providing them with insights and enabling them to make real-time decisions.””

““What excites us most about this solution is its ability to enhance both operational efficiency and customer experience, combining intelligent automation with more personalized and contextual interactions,” said Cruz.”

““We see great potential in integrating Copilot with our chatbot, particularly in natural language understanding and generating more fluid conversations,” added Cruz.”

““We see great potential in integrating Copilot with our chatbot, particularly in natural language understanding and generating more fluid conversations.””

““The platform has allowed us to centralize the management of multiple service channels within a single environment,” said Cruz. “The integration allows us to optimize interaction routing to agents, improve operational visibility through monitoring and reporting tools, and maintain high service levels — despite fluctuations in demand.””

““The platform has allowed us to centralize the management of multiple service channels within a single environment.””

““Avi24 has become one of the main icons of the bank. The integration with the advisor has been well received — the ease with which the customer can write or call us wherever they are,””

““It was really hard work, but it turned out the way we wanted. Customer satisfaction is priceless to us; it is what gives meaning to the work we do every day.””

““Our search was focused on offering our clients an omnichannel service — differentiated, simple, agile and decisive — when the client requires it and through the channels of habitual use.””

““The way Genesys managed this project was very helpful and responsive. It allowed us to make a series of complex integrations, and their team was always very eager to help us to reach this omnichannel integrated contact center, which is what we were looking for.””

““PCI Pal has been a huge win, eliminating lots of fixing and network segregation, and reducing compliance scope. We’ve also integrated Zendesk for IT ticketing and PureInsights for repackaging of Genesys data and transcriptions, again significantly reducing effort.””

““Genesys had everything we needed in one proven solution with the ability to quickly flex and enable/disable additional feature sets and partner integrations with ease.””

““Our business analysts have better data and reports than ever. We are now able to see the impact of price changes and sales campaigns on our bottom line, which we could not before.””

““Everything we wanted to do — stabilize, simplify, prepare for the future — we’ve done it,” said Bell. “Now, it’s about what’s next. And with Genesys, we’re ready.””