Genesys

The 2024 Gartner®️ Critical Capabilities for Contact Center as a Service report is out, and Genesys ranks #1 in 3 of 5 Use Cases. 🌎 Global Contact Center Use Case 🏃♀️➡️ Agile Contact Center Use Case 📲 Customer Engagement Use Case We believe this recognition validates our commitment to delivering excellent #CCaaS solutions that empower businesses to excel in #customerexperience. See how we’re positioned for CCaaS Use Cases. 📑 https://gsys.cx/3kuNOaK #CX

☕ In this Cup of G, we're discussing CX SABOTAGE. And specifically how to avoid it when it comes to cloud #CX implementation. From tackling employee resistance to avoiding technical traps, see how execs are ensuring smooth implementations ↓

When we say CX and AI, you think: CHATBOT 💬 And chatbots are great! As are lots of other CX technologies. 😎 See all the ways you can jump-start your #CX with #AI-powered tech to drive more personalized, empathetic customer experiences 🔗 https://gsys.cx/3ZeWsyO

It's time for generational battle royale! ⚔️

#XperienceFrance 2024 : c’est aujourd’hui ! La journée commence en douceur autour d’un petit-déjeuner de bienvenue. Un moment de convivialité avant de plonger au cœur des innovations dans le domaine de l’expérience client. #Xperience24 #Genesys

📈 Improve employee outcomes 💬 Automate conversations 💡 Predict new outcomes Customer and employee expectations are rising, and the future of #CX is built on AI. See all that you can do with #GenesysCloud #AI: https://gsys.cx/40869Qz

How did the City of Clearwater achieve over 100% improvement in call answer rates and zero staff turnover? By upgrading to Genesys Cloud. Set among Florida’s Tampa Bay, the city’s Utility Customer Service Division has seen remarkable gains in performance metrics, with answer rates soaring from 47% to as high as 98% within just two weeks of implementation. “Before modernizing our systems, more than half of our callers were frustrated that they were dropping before ever getting help,” said Amy S., customer service division manager at the City of Clearwater. “With the addition of Genesys Cloud, abandoned calls have nearly disappeared, creating a more positive experience for our customers and an empowering environment for our team. The record call volumes during Hurricanes Helene and Milton proved how essential these improvements were in managing crises smoothly and effectively, helping address issues before they impacted service quality.” Learn more: https://gsys.cx/3UY7HZO

“It all starts with being in the cloud!” #AI powers results, and these customers — CXL - Customer Experience Leaders, EWE AG and IONOS — have seen this firsthand. From increased sales conversion rates through chat to decreased average handling times, see all their results with #GenesysCloud AI: https://lnkd.in/eTzU7ZXD

🚀 We're excited to invite you to "Innovating Customer Experience Excellence at Legal & General"! 🚀 Join us as we dive into breakthrough strategies transforming CX in financial services. Discover how Legal & General is setting the bar with cutting-edge technologies to elevate customer satisfaction. Featuring insights from industry leaders like Lee Palmer, Head of Service Strategy & Experience at Legal & General, and CC Tech Pundit Nerys Corfield 🗓️ 3rd December 2024 🕒 9:30 AM – 2:00 PM 📍 Legal & General, Cardiff Office What to expect: • AI-powered Experience Orchestration – Discover how Genesys AI transforms customer interactions. • Digital transformation – Explore tools to supercharge your operations. • Personalised journeys – See how tailored experiences drive loyalty. • Data-driven insights – Leverage data to boost growth and retention. Don’t miss this chance to learn from experts, network with CX innovators, and explore the state-of-the-art facility in Cardiff! 👉 Register Now https://bit.ly/3CfVXvs #CustomerExperience #Innovation #FinancialServices #LegalAndGeneral #Genesys

On a mission to create a customer service evolution, AdaptHealth migrated to #GenesysCloud to replace their disconnected systems and create a memorable employee experience. After bringing Genesys Workforce Engagement Management online, the AdaptHealth team realized a 60% improvement in productivity, 96% average agent quality scores, service-level increases, reduced abandon rates, and decreased average handle time. "The Genesys Cloud platform is so intuitive, we literally train staff in the afternoon and switch over the next day. Then a week later we turn on Genesys Workforce Engagement Management and watch service levels go up, and average handle times and abandon rates go down. That’s been the case with every deployment." - William Lewis, Senior Director, Infrastructure and Security Engineering at AdaptHealth. Read the full story: https://gsys.cx/3AL4GW2