Genesys Cloud

““Given the context of multiple companies within a group, it was essential to seek a solution that could orchestrate everything we had in mind for the best service to our policyholders and our brokers.””

““With Waidy Point, we have traced the initial path towards innovative digital modalities. We have new ideas that arise from a creative vision. Genesys has the same innovative vision as we do, so we are sure we have a perfect partner. Genesys Cloud is the ideal platform to be able to realize many other customer services.””

““Thanks to a creative vision, the company has generated an easy and fast form of dialogue that leads people to a gradual and assisted digitalization. The partnership with Genesys is an integral part of this process.””

““I’m impressed with the insights and actions shared in the Innovate and Optimize packs provided by XMO. It’s exactly the type of information needed,””

““We believe that the best Service Desk is the one you never need to contact. We strive to eliminate issues proactively but, when support is needed, make it as seamless and frictionless as possible.””

““Winning the Experience Orchestration Excellence award recognizes the work our teams have done to make AI-powered support a reality for our customers, helping them create better employee experiences and achieve meaningful business outcomes.””

““We practically never received positive feedback when customers were served by a chatbot. Now, with the AI agent, our customer satisfaction has increased by 60%.””

““AI ceased to be merely an operational support and began to act as a strategic engine of transformation and competitive advantage.””

““AI is still evolving. Building on the Genesys Cloud platform, we will continue embracing new technologies such as AI voice bots and RAG integration to create an even more convenient contact center experience for our customers.””

““Our previous CTI system no longer aligned with our current operations, and utilization had declined. To be honest, it had served us well for a long time, but the moment for a full refresh had clearly arrived.””

““Today, we can contact our full collections portfolio two-and-a-half times on average.””

““In the past, we couldn’t contact the entire customer base with our existing agents because we relied heavily on manual dialing,””

““In terms of agent training, it’s a user-friendly and easy-to-navigate tool,””

““The Crossnet team provided invaluable support, and we were there to see how the process evolved as well as any potential issues that could arise.””

““We were up and running in less than a month,””

““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.””