Genesys
Get to know the company
Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.
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Use Cases:
Customer data plattform – 360° Kundensicht
More transparency and improved collaboration through artificial intelligence – MSC Cruises
The migration to the Genesys Cloud marks a significant change in the optimization of a company’s customer center by solving existing challenges and opening up new ways for innovation and efficiency.
Customer Experience Tracking
Achieving sustainability in the cloud – Eesti Energia
Standardizing on the Genesys Cloud™ platform, Eesti Energia has unified its contact centers across five countries, while driving greener operations from a smaller IT footprint. With faster resolution of issues like billing queries, contract renewals, power issues and solar panel installation, customers always experience efficient service. Team leaders have a common dashboard and set of metrics for service-level tracking. Meanwhile, advisors spend less time searching and entering data, with the added attraction of hybrid working.
Scaling the digital customer experience with Genesys Cloud – nuuday
Nuuday has driven its digital transformation with a major overhaul of its customer experience (CX) and business processes. By expanding the use of Genesys customer experience solutions beyond the contact center to 40 retail stores, Nuuday has seen a 5% increase in Net Promoter Score (NPS), a five-fold increase in messaging conversations and 40% technology cost savings.
Digital quality management
Quenching the thirst for innovation – Coca-Cola Bottlers’ Sale and Services
Coca-Cola Bottlers’ Sales and Services has improved the customer experience while saving costs and IT effort by switching to the Genesys Cloud platform. Over 80% of calls are now correctly identified and routed by voicebots. In addition, the shared services organization benefits from highly efficient workforce engagement management and video chat. Results include a 12% increase in fault resolution rates, $1 million savings in technician visits and 50% savings in total cost of ownership (TCO).
Intelligent omnichannel contact routing
Empowering remote work and digital innovation – Helpline
100% of interactions are handled by voice or chatbot, without a human being being involved to categorize the requests and forward them to employees if necessary.
Customer service upgrade for intralogistics specialist – TGW Logistics Group
Leading Austrian logistics company uses real-time and historical data with Genesys Cloud CX to overcome intralogistics challenges, increase agent efficiency and provide transparency to customers.
Increasing efficiency in customer service with Genesys Cloud – Nestlé
Nestlé successfully migrated 22 contact centres to the Genesys Cloud. This transition improved the stability, reliability and efficiency of their customer service operations, resulting in a significant increase in Net Promoter Score (NPS) and a reduction in Average Handling Time (AHT).
Live-chat
More transparency and improved collaboration through artificial intelligence – Dental Axess
WhatsApp is the preferred channel for customers to describe the problem with supporting material such as screenshots and images. This helps the technical experts considerably in solving the problem.
Predictive Communication
Transforming contact centers into care centers – Electrolux
Genesys Predictive Engagement helps Electorlux to connects the dots on website journeys by leveraging artificial intelligence and analytics to uncover visitors’ behaviors and interests — and then personalizes engagements in real time based on those insights. As the customer navigates through the website, the system recognizes when they need help finding information or making a decision and automatically offers the option to speak to an employee.
Voicebot as concierge
Speech Analytics uncovers value in rich data – Saga
The insurance company analyzes voice interactions to determine whether the caller is inclined to take out supplementary insurance or extend their existing tariff. The AI-based routing uses these insights and forwards the interaction to employees who specialize in sales in these business areas.