April 15, 2020
Read Igor Korotovskikh's full review
Impact on Business Outcomes
Genesys PureEngage 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.