Aspect Workforce Management vs Genesys PureEngage

• Great user interface, easy to maneuver
• The support/help functionality integrated into the application is very easy to use. From every function, overlaying support to website accessibility - very easy for users
• The in depth details you can get from eworkforce, for forecasting you can predict and include so much detail. Makes it extremely simple to build very intricate models

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• Blending of multiple incoming channels (Voice, Email, Back Office) is key to keeping a good variety of work to our agents and keeping them engaged and occupied.
• PureEngage is a mature and resilient product. It has provided us with 99.999+% availability over the last 6+ years.
• The ability to distribute back office work via Genesys iWD has allowed us to get terrific insight into the metrics for this previously not-tracked work.

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• I'm big on visuals, so I think the color scheme/font could be better - with all the money that went in to this application, a few more dollars could be used to make it look more appealing
• Quick access, instead of launching x y z to get in. If it was easier on click to get in, it would have been great.

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• Some of the newer interfaces developed for PureEngage are not yet as mature as the older interfaces. Often a you can use a new interface for 90% of features but also need to leave legacy interfaces in place for the remaining 10%.
• Licencing of the product is complex and inflexible. It is not possible to change one licence type for another (e.g. email to web chat) as business needs evolve.
• Costs for maintenance and ongoing support increase over time. The vendor adds an arbitrary percentage to the cost of support each year that is in no way linked to inflation or any other price index. I know they are not the only IT vendor to do this (milking existing customers for more money each year for the same products) but it seems to punish brand loyalty rather than reward it. This will be the single biggest driver of customers away from the product over time. For any new customer thinking about PureEngage, make sure you calculate TCO over a number of years.

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• Staffing cost
• Identifying gaps in the day, using intra-days to map out and foresee trouble areas and plan for them
• Cross functioning teams, using the tools this application has to help manage different LOB's

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• Genesys has reduced the need for our agents to ask customers for their account numbers again when they exit the IVR for agent assisted service, lowering Average Handle Time (AHT) and costs per call and increasing customer satisfaction.
• Genesys has made it easier for agents to identify the type of call they are handling as well as the customer's account information with the attached data passed to them in Interaction Workspace. Bilingual agents can see the call type in Interaction Workspace and know whether to greet the customer in Spanish/Mandarin/Cantonese or in English.
• Using Genesys has allowed us to retire legacy, end-of-life, proprietary, stand-alone, on-premise PBX phone systems with integrated Genesys SIP servers hosted in data centers transmitting calls phone via VoIP across our existing data network. The result has been reduced CAPEX and lower operational risk.
• Genesys skills-based routing has allowed us to quickly deploy agents with defined skill-sets at any location within the Genesys contact center footprint with no additional user administration needed. The result has been a much quicker response in disaster recovery situations, lowering operational risk and increasing customer satisfaction.

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