Genesys Engage Reviews

The company I work for is a Genesys partner. We sell Genesys, implement it, and give support for other companies.

We helped our customers to improve and personalize their customer experience

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.

The biggest impact Genesys Engage has had in our organisation is the stability of our Telephony platform, Genesys Engage just works. We have had few to no system outages since implementation.
Making changes on the fly is easy through the designer portal, agent efficiencies have improved using the WFM tools, outbound welcome calls are now streamlined.

We are a gold partner for Genesys in EMEA [and] we have implemented Genesys Engage in many customers. Also, we are supporting these customers as well.

We are a vendor to Genesys, not users.

Our company, as a supplier, delivers Genesys products to Czech and also world-wide customers. We can install and maintain small as well as big centres with thousands of agents. We have customers from telco business as well as from financial and healthcare business.

Genesys Engage products are our best software we offer to our customers and they are highly satisfied with it.

We use Genesys Engage for our customers to easily integrate their current backoffice systems with their customer contact center.

In the beginning it was a steep learning curve which caused a slow start. After this slow start the efficiency was going up and customer contact was more effective. NPS improved greatly.

We use Genesys today to handle/distribute calls from more than 100 IVRs to a pool of 3000+ agents. We currently use DTMF only but we are planning to migrate to a speech enabled system soon. We also use Genesys Workforce Management for most of the agents which is a great asset to help them manage their staffing.

We have had a very reliable and stable environment for many years. We have a large customer base that uses are systems regularly and they can rely on it being up and running. Our agents handle calls with ease because of the Genesys WDE tool and they can manage those calls effectively.

Genesys Engage (formerly PureEngage) is installed companywide and on a global scale. We have offices for our CC employees around the globe and have one platform to accommodate all. This has the advantage over the older solution where there was a separate solution in every region. The current solution lowers maintenance effort and costs and provides a unified customer experience in all countries.

At first when starting up the implementation of the platform itself, routing logics and building integrations cost a lot of time since there weren't any standardized connectors available. In the long run, when everything was set up, it saved a lot of time on maintenance and agent efficiency. Of course the most important thing is that our customers were happier since they were assisted more quickly by the best suited agent.

CTBC is using Avaya PBX/AvayaIC/Avaya IR/CMS as a contact center platform and among different business units since 2008. The depart included Banking, Credit Care, Corporate banking, Risk management, Collection, Telemarketing, Branch supporting, Internal Help desk. They meet the requirements from the Financial Supervisory Commission. ROC needs to keep the core platform version updated. One thing impacted the decision as always: cost. If the upgrade for the Avaya platform costs 2 million (in USD) without a functional improvement, why would we go with that? Instead, we set up a team including IT personnel (application team, PBX team, voice team) and users (Banking) to investigate 2 things:
1. To form the new target to improve customer experience and enrich the core service in various ways as a digital transformation project. This canNOT be done using the existing platform, considering the impact of recent digitalization on the Banking environment. People are using apps/web more than going to the branch.
2. One unified platform to serve the entire CTBC group (and sub-companies). The management team just finds it is hard to share the technology or service because various platforms had been used among the group. This will be a good chance to see improvement through this change.

After a 2-year survey, they chose Genesys Engage as the platform for us and started a 2.5-year transformation project.

For customers, this is easy to use: as CTI attached data had been improved, we now can use this to design the service pattern, and raise FCR. It helps manage call waiting: It is not easy to handle call waiting using Avaya given calls are diverted from queue to queue. Using Engage routing. Customer satisfaction is up 12%: To take advantage of the platform, the team builds up a "File transfer" function. That is easy to transfer the document that the customer or the contact center needs. Workforce Management using the inbound volume is collected from channels--resource planner is easy to understand real status on time. No more batch jobs between Avaya CMS and Bluepumpkins. It also provides an interface for agents to exchange shifts and get approval from the supervisor.

I'm working with IVR development, BI reports, WDE customization, Strategies etc. In my company we work with customers (Banks and Contact Center enterprises) that acquired Genesys Licensing and need PS to create solutions for Contact Center in Genesys Engage. We work with chat (WhatsApp integrated), voice for receive final customer contacts.

We use multi-tenant Genesys Engage to provide our customers with the Contact Center as a service. Also the same platform is used internally across the entire organization to service our customers' requests. It allows our customers to contact sales and support departments via e-mail, voice and chat. Customer interactions are routed to the right persons and logged/recorded which allows managers to estimate the service quality and take appropriate actions.

Genesys Engage deployment definitely made better customer experience and increased employee productivity. Now business knows who are calling and what customer asked before. Managers can control both agent utilization using reports as well as customer satisfaction (with post call survey and interaction history). Not sure about additional revenue but sure that Contact Center deployment saves cost of customer interactions handling.

Genesys Engage is pitched by our organization where the requirement is to have all the features of Genesys along with future scalability. We have an implementation team who have already deployed enough Engage solutions in customer fields like banking, airlines, insurance, telecom, travel tourism, etc.

The organizations in which we have implemented Genesys Engage have seen a considerable increase in CSAT rating and also the agent utilization has increased.

Better customer experiences when omni channel routing were implemented.

We use Genesys Engage in our IVR but we do support for customers that have Genesys and we have some projects going on right now that we are installing Genesys Engage.

Our customers have seen great improvement with change to Genesys Engage solutions, the customization done and all reports and control that they have with Genesys have improved their work a lot.

We support and implement the Genesys Engage services used by our clients. Applications are also developed that integrate with Genesys. A complete service is provided to our clients for their contact centers, ranging from voice channels, chat, email, social networks, reporting systems, routing, etc.--everything in Genesys Engage.

It helps a lot in the administration of agents, improving the speed of attention, improving the routing ratio to assign a suitable agent according to the client's needs. Optimize the speed of agents when responding by all means.

I'm a support engineer for several clients with Genesys Engage. The client occupies it throughout the organization of its contact centers to provide service on its products.

Increase the number of agents.

We are using Genesys Engage for all contact center employees. We have many small teams that operate as individual contact centers and some that are large contact centers. It is all one tenant but each team has its own hours, business rules, and logic. This allows us to customize things for each business unit or team as if they were a different customer. We have a template of options that can be provided to them so it is like we are offering contact center as a service. This includes eServices (iWD, chat, and email). I have been very happy with the openness of Genesys' database for reporting. All other vendors of contact center software that I have worked with always lock down their data so you have to pay large amounts of money in order to access the data and build your own reports. We are essentially saving hundreds of thousands of dollars by building our own reports with Genesys' open database (Infomart).

As with any contact center solution, it saves tons of money by automating processes that were previously handled by live agents. However, I cannot state that a Genesys solution is noticeably more price-effective than other solutions. I can say that the iWD solution provided automation that has allowed us to capture 800k dollars in invoicing in a single year.

Genesys Engage is implemented by many of our customers. It is not used directly by our organization. It is used to cover the needs they have for their own clients, from information requests, to claims, through sales, delivery, and receipt of documentation, urgent situations, etc. That means that they have to be able to serve customers through the different means and possibilities that exist today.

As integrators, we do not directly use Genesys Engage in our organization, but the clients for which it is deployed indicate that they have the tools that allow them to get to know their own clients better, be able to adapt to a changing environment, and act easily to improve their key parameters. It is a good way to increase income and reduce costs.

Our customers use Genesys Engage in Japan for domestic users in the following industries: banking, insurance, credit company, power industry, computer software company, finance company, etc. They use Genesys Engage mainly for call centers, especially for inbound and outbound calls from their customers.

Genesys Engage seems to become more stable over time because troubles or system failures on customers' system are far more less than a few years before. Customers experiences less egative business impact and they are safely continue their business without stopping the system.

I am working at Jawwal; the leading mobile operator in Palestine. We are using Genesys Engage to receive inbound calls from our subscribers to enable them to manage their self-service without making any need to call agents or visit the company showrooms. Currently the Genesys Engage platform is used by Integrations and Development Department and also by the customer Care Department to enhance the customer experience and improve the customer satisfaction. Previously, we were using Alcatel Lucent platform as IVR channel, but the problem that the time to market was too much. Also there were many operations on the system.

Customer experience: 40% increase in customer self-service levels
Employee engagement: 80% improvement of employee satisfaction
70% reduction in technical faults

We think that Genesys Engage is a quick and more precise way to manage call centers and to bring customers with a new way of communicating with us. This leads us to better issue handling and better response times, which directly translates into an optimized workflow and improved benefits.

It has allowed us to develop a roadmap for different customer collaboration milestones we wanted to reach in order to achieve a similar level of presence for the company in different platforms, so we can monitor how is it going in social media and mobile campaigns such as SMS, etc.

Previously, we were using IN-IN call center technology in our call center, but we have moved and use Genesys Engage. The reason for this change was a refreshment on IVR and routing ability. We got really good customer feedback after the switch.

With designing new IVR which provides and improves our AHT values and makes effective use of our Agents. Therefore, Genesys Engage solution is well suited. It has also improved our customer experience directly. Mobil Chat is one example for customer experience.

Cal uses Genesys Engage as a contact center solution for its service center.
We mostly use the routing strategies for voice calls and the Infomart solution for data analysis.

Genesys is the silent problem solver in our contact center. It allows both IT admins and users to achieve their goals with low effort. The modularity of the product allows us to minimize risks when making changes and therefore is considered as a very reliable and stable information system. It's well integrated into the business goals of the call center managers. It helps management at all levels to see the clear picture and make data-based decisions.

We use Genesys Engage across almost 100% of our UK business. It addressed our end-of-life email system, fragmented telephony systems, and non-integrated chat & social solutions - and is key to driving future value through more automation of customer contact and use of intelligence. It also gives us a universal view of contact across all parts of our organization and helps us understand the whole business performance.

We've increased our IVR success rates by an average of 20pp (up from around 60% to nearly 80%) using the analytics tools and solutions provided, as well as doubled our "fully contained" rate for IVR in the year since we completed migration to Genesys.

We've also made strides in reducing our internal transfers in the organization, as well as getting better at improving real-time performance using the views, dashboards, and insights we can now access.

The rate at which we can identify problems or opportunities, devise & test potential solutions, and deploy changes at scale has gone up significantly.

Simple integration mechanisms to our CRM systems have made automation development much cheaper and easier for us too.

Genesys Engage is being used for:

Collection: With around 1000 agents, doing different campaigns from early, medium and late delinquency, using a predictive dialing majority.
Marketing: Advertising products, telling our customers that they have a credit line available and that their credit line has been authorized.
Sales: Helping customers finish their online sales.

The primary problem that we have is controlling the dialing ratio between our different services, sometimes we over-dial, making the platform crash, but we are able to get it back up and running very quickly.
Another issue we have is the correct use for the call treatments, to use them correctly and be able to dial all the phones we put into our database.

With our marketing campaigns, we have been able to increase our sales, placing more credits and increasing our client portfolio.