What is Genesys for us?
Overall Satisfaction with Genesys PureEngage
We are using Genesys Engage modules in inbound, outbound, IVR, chat, reporting, WFM, and SIP. I haven't seen any business problems.
- The most important thing is the reliable framework.
- Easy management. Well designed support portal of administration for IT.
- Easy modules for business requirements. Business departments can do some of the business decisions on the system portal.
- Genesys made continuous improvement and development of the modules.
- Silent monitoring and whisper coaching support from CCpulse.
- Automatic user import feature can be added, for example from human resources application. It would be nice if we could schedule it via Genesys admin.
- Genesys Pulse can not show statistics instantly and configurable controls in CCPulse+ are not found in CCPulse (sending email, scripting, etc.). It can be added.
- Entry-level training given in Turkey may be given advanced training.
Strong features and easy management.
- We are planning to use Genesys chat feature in our all alternative distribution channels.