Overall Satisfaction with Genesys Engage (formerly PureEngage)
We currently use the Genesys Engage solution for our contact centre for all inbound calls to the business and for outbound welcome calls, etc. using the dialer application. We also utilise the Workforce management app to roster shifts and breaks for all contact centre agents. All reporting functionality is done through Genesys as is our call centre wallboards.
- Great UI. Everything is logically structured within the portal.
- It just works.. there's no fiddling required.
- Everything we need in 1 platform.
- It's huge, understanding everything initially can be overwhelming.
- Some system changes cannot be done inhouse (adding virtual queues).
- Finding support is not always easy when using a vendor (not a Genesys issue).
Reliability is the key difference between our last product and Genesys Engage. We are also now able to make small changes on the fly, where previously we would need to log a job with a vendor to have things like business hours amended. This platform puts the control back in your hands.
- Web chat.
- Multi channel implementation.
- Integration with CRM.
Do you think Genesys Multicloud CX (discontinued) delivers good value for the price?
Yes
Are you happy with Genesys Multicloud CX (discontinued)'s feature set?
Yes
Did Genesys Multicloud CX (discontinued) live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Genesys Multicloud CX (discontinued) go as expected?
Yes
Would you buy Genesys Multicloud CX (discontinued) again?
Yes