Overview
What is Genesys Multicloud CX (discontinued)?
Genesys Multicloud CX (formerly Genesys Engage, or PureEngage) is the Genesys customer engagement platform for enterprises. It is designed to be flexible for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations.
Sad the Genesys Engage is going to be Discontinued
My review of Genesys Multicloud CX
Working as a Support Analyst Consultant of Cloud CX since a year and a half
Genesys Multicloud CX
Basic needs fulfilled and easy to use
Genesys by Know How SA a partner from Paraguay
Genesys Multicloud CX - Beyond the Cloud
Genesys for Sales
Muli-Cloud deployment a step in the right direction
Genesys Multicloud CX solution
Learnings of moving to Genesys Multicloud CX
New to Genesys, but liking it
If you want the best, there is really only one option.
Genesys Multicloud CX at Work
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Interactive voice response (106)9.999%
- Warm transfer (105)9.898%
- Agent dashboard (109)9.797%
- Multichannel integration (105)9.696%
Reviewer Pros & Cons
Pricing
What is Genesys Multicloud CX (discontinued)?
Genesys Multicloud CX (formerly Genesys Engage, or PureEngage) is the Genesys customer engagement platform for enterprises. It is designed to be flexible for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations.
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Would you like us to let the vendor know that you want pricing?
3 people also want pricing
Alternatives Pricing
What is Genesys Cloud CX?
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
What is Broadvoice?
Broadvoice is a provider of hosted voice, UCaaS, CCaaS, and CX solutions for small and mid-market enterprises and BPOs. Broadvoice solutions offer enterprise-class features to simplify communications and streamline operations.
Features
Contact Center Software
Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.
- 9.7Agent dashboard(109) Ratings
Enables agents to track and view their individual and team performance.
- 9.8Validate callers(96) Ratings
Authenticates inbound callers with a customer ID.
- 9.1Outbound response(99) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 8.3Call forwarding(89) Ratings
Forwarding of calls to the appropriate agents.
- 9.1Click-to-call (CTC)(83) Ratings
Allows one-click calling for agents.
- 9.8Warm transfer(105) Ratings
Allows current agent to speak with new agent before call is transferred.
- 9.3Predictive dialing(81) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 9.9Interactive voice response(106) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 9.8REST APIs(99) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 8.9Call scripts(75) Ratings
Providing agents with a predefined conversation script.
- 9.8Call tracking(103) Ratings
Enables agents and managers to see the origin of the call.
- 9.6Multichannel integration(105) Ratings
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
- 5.4CRM software integration(99) Ratings
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
- 9Inbound call routing(100) Ratings
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 9.8Omnichannel inbound routing(92) Ratings
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 9Recording(80) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 8.3Quality management(80) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 8.2Call analytics(88) Ratings
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
- 9.8Historical reporting(103) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 8.9Live reporting(100) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 6.8Customer surveys(64) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 7.3Customer interaction analytics(73) Ratings
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is Genesys Multicloud CX (discontinued)?
Genesys Multicloud CX (formerly Genesys Engage) aims to help users manage both the customer and employee experience, across all channels, with the power of Artificial Intelligence and Machine Learning. Users can integrate their systems, which the vendor says can help organizations leverage their existing investments. The goal is to unify all customer-engaging teams—from marketing and sales through service and support--so that customers and employees have a smoother journey.
The vendor promises Genesys Multicloud CX (formerly Genesys Engage) is easy to use. It is designed enable rapid deployment, easy configuration and administration. Organizations can turn on new applications and services when needed.
Genesys Multicloud CX (formerly Genesys Engage) offers flexible deployment options. Businesses can choose their consumption model—cloud, on-premises subscription or perpetual on-premises licensing. The system also offers extensive customizability through open APIs and web standards. The vendor says users can extend capabilities to deliver operational efficiencies and a superior customer experience company-wide.
Genesys Multicloud CX (discontinued) Features
Contact Center Software Features
- Supported: Agent dashboard
- Supported: Validate callers
- Supported: Outbound response
- Supported: Call forwarding
- Supported: Click-to-call (CTC)
- Supported: Warm transfer
- Supported: Predictive dialing
- Supported: Interactive voice response
- Supported: REST APIs
- Supported: Call scripts
- Supported: Call tracking
- Supported: Multichannel integration
- Supported: CRM software integration
- Supported: Automatic speech recognition (ASR)
- Supported: Natural language processing for IVR
- Supported: Communications forecasting
Workforce Optimization (WFO) Features
- Supported: Inbound call routing
- Supported: Omnichannel inbound routing
- Supported: Recording
- Supported: Quality management
- Supported: Call analytics
- Supported: Historical reporting
- Supported: Live reporting
- Supported: Customer surveys
- Supported: Customer interaction analytics
Omnichannel support Features
- Supported: Email
- Supported: Voice (phone)
- Supported: VoIP
- Supported: SMS/Text
- Supported: Video channel
- Supported: Live chat channel
- Supported: Co-browse
- Supported: Screen-share
- Supported: Social media channels
- Supported: Mobile applications
Predictive Analytics Features
- Supported: Intelligent call routing
- Supported: Chatbots
- Supported: AI assistance for live agents
Additional Features
- Supported: Voice Routing
- Supported: Web Chat
- Supported: Email Response
- Supported: SMS
- Supported: Predictive Web Engagement
- Supported: Work Item Prioritization and Routing (iWD)
- Supported: Skills DNA for skills assessment and analysis
Genesys Multicloud CX (discontinued) Screenshots
Genesys Multicloud CX (discontinued) Video
Genesys Multicloud CX (discontinued) Integrations
- Salesforce Sales Cloud
- SAP
- Oracle
Genesys Multicloud CX (discontinued) Competitors
Genesys Multicloud CX (discontinued) Technical Details
Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Windows, Linux |
Mobile Application | Apple iOS, Android, Custom Push Service |
Frequently Asked Questions
Comparisons
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Reviews and Ratings
(343)Attribute Ratings
- 8Likelihood to Renew26 ratings
- 8Availability4 ratings
- 7.1Performance4 ratings
- 6.9Usability18 ratings
- 8.7Support Rating21 ratings
- 7.3Online Training2 ratings
- 8.1In-Person Training3 ratings
- 3.8Implementation Rating11 ratings
- 6.5Configurability3 ratings
- 7.3Product Scalability4 ratings
- 2.2Ease of integration4 ratings
- 7.3Vendor pre-sale2 ratings
- 7.3Vendor post-sale2 ratings
Reviews
(1-25 of 32)Genesys by Know How SA a partner from Paraguay
- With Genesys, you can have highly personalized interactive voice response menus.
- Highly personalized routing strategies for call to meet any customer expectation.
- Several different interactions can be managed by just one agent at one desktop.
- You can track your contact center activity with reports and recordings.
- Use AI to handle Interactions from several sources. Built once implement in every channel
- There could be an option to have all components from Genesys Cloud on third party cloud service or even in customers site infrastructure or at least some Hybrid model should still persist after engage on premise end of life.
New to Genesys, but liking it
- Stability - as long as we have the hardware to run it.
- I like the chat bot and voice bot functionality that I was able to configure rather easily.
- I have heard from some of our developers that data integration is difficult. We have spent a lot of time developing services for that data transfer.
Genesys PureEngage Experience is Service Made Easy
- Interaction Routing capabilities is second to none
- Open flexible integration available APIs
- Support department is stellar
- Genesys Engage has a solution for the entire contact center ecosystem starting from routing, reporting thru to workforce optimization.
- Better documentation
- Conversation Manager product should have ready to use solution blueprints segmented by verticals for ease of implementation
- Historical analytic products could be improved and refreshed
- Better support for open source products if used as part of a product offering. IE Elasticsearch, Cassandra etc.
Genesys PE : Simply best
It is used by our Marketing Dept. for outbound calling, the customer care department for handling inbound calls, and queries raised via social media.
We are now looking forward to integrating Voice assistance and chatbot functionality with Genesys .
- We have integrated our Mobile Banking App to Genesys using its GMS solution so customers can now see real time statistics / waiting time to reach the call center agents for their specific query
- We are now also working on Genesys Bot Gateway to integrate the chat bot application with Genesys, so agents can handle the chats that are not handled by chatbots. This can build an extra strong FAQ in our database
- WorkForce management and its use via Mobile banking App.
- Simplified call routing
Genesys PE Cloud lives up to the hype
- Routing
- Third-party intergrations
- AI
- Audit logging
- Systems support
- Cloud support
Complete contact center solution for big and small companies.
- Integration with 3rd party products
- Flexibility of creating specific customer journeys
- Integration with the current PABX system as so to not create too much confusion for end-users
- More intuitive routing design tools
It is less suited when used in a straighforward organization without need for specific integrations and if there is no PABX present and PABX functionality is required.
Why Genesys Engage?
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.
- Omni channel routing, voice, 3rd-party chat, 3rd-party video, email are included.
- Amazing Genesys Pulse reflects the current stats in real-time.
- Open SIP standard helps CTBC during the COVID-19 pandemic.
- Active call recording architecture free the contact center location.
- Voice bot AI adoption in following integration, GVP doing well.
- Need an experienced team member run the project.
- To archive omni channel, you need to set up a team to design it.
A less appropriate case would be where you need something simple. It's complicated. Genesys Engage really fits into the scrum method to roll out the service.
Genesys PureEngage is not a bad choice.
- Rather robust and mature SIP stack allows simple integrations with telephone infrastructure.
- Powerful and flexible outbound engine.
- Allows voice, e-mail, chat, SMS interaction to be handled similar way with the unified metadata attached to those interaction allows to identify customer interaction history and thus better serve requests.
- CCPulse out of the box reporting application fits to the common CC business use cases with not so much customization which can be achieved without programming.
- Good API interface allows 3rd party integrations if necessary.
- Powerful routing engine.
- PBX capabilities (numbering plans, provisioning, centralized phones control, etc.) are not so good.
- Recording architecture can be better.
- Too open architecture sometimes makes supporting more difficult as customer has to apply to different vendors to support different CC subsystems (e.g. Microsoft/Oracle for DB support, HP for hardware, etc.).
CX is Genesys PureEngage
- I like the product that's why we have changed from IN-IN (former name of Genesys Connect) to Genesys Engage.
- The services we're taking from the vendor is also satisfying.
- Genesys Support is also good.
- Genesys support side took some time to solve issues, maybe it can be improved.
- Other than this, real-time reporting should be improved as well, CCPulse or Pulse isn't efficient for us.
- License price
Genesys has Inspired Us to Deliver Best Customer Experience
- It is a mature enough solution that can satisfy most well-known requirements for voice self-service
- It is a cost-effective IVR platform that will for sure satisfy your business specific requirements
- It is using modern based technologies of web based architecture but with voice platform
- Genesys platform is powerful, high available and fault tolerance as it consists of decoupled software components that constitute a robust voice processing platform.
- I think creating an integrated service that helps implementing TTS and ASR functionality from Genesys them selves will be a great feature. Currently the integration of Genesys Voice Platform with third-parties of TTS and ASR engines is difficult as I think. We face some difficulties when we implemented it.
- In the Arab region, specifically the Middle East region; there is a need to be able to create new and custom grammars for Arabic language ... this will be a great feature that helps Arabic community who are using Genesys platform with Genesys Composer.
- As Genesys Administrator is a web-based GUI to manage, create and monitor Genesys applications and solutions. It will be very good to add a new screen/tab for GA to manage the prompts replacement and versioning of live IVR applications, and another one to manage IVR applications versions and history.
Large and enterprise environments like telecom operators and Government self service departments.
Less appropriate examples:
Small businesses with low calls rate.
Genesys PureEngage - My point of view.
- Data, data, data! The Infomart solution is our holistic data solution for the contact center. It tracks the interaction from A to Z and provides the organization with a complete view of its call center interactions.
- Ease of use. It's so easy to develop, to configure, or just view the objects in the product.
- Standard integration with WS, DB, and other third-party apps.
- From recent versions, the real-time monitor is an up to date UI, with enhanced features to the classic engine of the stat server and ccpulse.
- Pricing. Unfortunately, many of the areas that can be covered by a complete contact center solution were taken by small vendors and products, primarily because of the high prices.
- Multimedia, social networks, desktop solutions, and even dialer & callback solutions are integrated into the main CTI environment in a way that makes it hard to analyze and sometimes reduces efficiency.
- Callback and VHT solution. It's about time they provide a better solution for this, based on a clear product strategy and without the need to be a scientist to understand it and manage it properly.
- Come to us more. I hardly see Genesys professionals in Israel.
5 stars, would invest again!
- The Intelligent Automation product is very useful, it's allowed us to double our automation performance in the past year working with our existing integration points.
- The attached data model is very useful for enhancing our core data set with contact info and provides a great view of performance.
- The universal desktop product has helped us launch additional channels with a large number of advisors with minimal training overhead, once they'd been trained in one channel cross-skilling to others is easy.
- Some of the products are only loosely integrated at the moment - causing us some common mistakes with things like typos between systems causing things to go wrong.
- Some of the limitations in terms of licenses or ports feel arbitrary, and we don't have views available when we're reaching capacity limits in these areas.
- We've used a third-party workforce management solution (NICE) which causes us some complexity! your third party integration could be better in some cases, although I understand the commercial reasons for favoring your own offering.
GenesysPureEngage Rules
- Possibilities to integrate with a legacy system are easy
- You can customize the routing strategy in a lot of ways
- Stability
- User Interface: Genesys Administrator is an old platform and is not user-friendly for configuration.
- Outbound is missing a lot of basic features and campaign administration is too complex for a business user.
- Sometimes Genesys is linked to third-party software that is not always stable.
1) Customer journey and contextual routing
2) Integration with a legacy system
Less appropriate:
1) Outbound
2) User administration
Why do Sales with Genesys Engage
- Business cases
- Third party integration tools
- Customer experience oriented solution
- Proved how Genesys can save money
- Maturity of some features before releasing to the market and/or partners
- EOL features to be replaced at customer or partner cost
- Relationship between Genesys areas or departments (care, professional services, sales, c-level)
Genesys Pure Engage Platform Review
- Data integration - Flexible SDKs/APIs
- High Availabiliy and Redundancy of components.
- Configuration management is clean and simple to follow.
- Difficult to build complete end-to-end automation of deployment.
- Genesys Framework Alerting functionality is flexible, but overly complicated to manage. Needs ability to mass deploy alerts.
- SIP server feature functionality feels limited and requires using router to build in what in many switches are basic functions.
- This is an omni-channel solution, you can cover all interaction channels such as voice, email and chat. This can also be integrated for social media to interact with customers.
- The solution is extremely capable of handling any type of failure due to the best redundancy methods if configured correctly. Intelligent call routing and feature list in this configuration is the best in the industry at the moment.
- WFM Solution is the most efficient tool for scheduling, forecasting and reporting of contact centers. No extra third-party components are needed for integration.
- The documentation and help on the support website is great. You can solve your doubts by means of the support tools or by opening a case to the specialized Genesys technicians. Your answers are always fast and precise.
- You can also find related cases that are very helpful.
- When creating similar or consecutive objects, it would be good if they could be created [en masse]. For technicians it would be a way to save time and customers would appreciate it.
- Reporting falls short, in the Interactive Insights. In creating your data universe, you will need to enhance metrics with user-created formulas, based upon how your organization measures success.
- It would be nice to be able to manage all the solutions or applications (SCI, OCM, CME, GAX) from a single application. There is the Genesys Administrator, but it does not get to be as good as the Interaction Administrator of Genesys Pure Connect, for example.
Simple and brilliant
- Compliant with finance market regulations
- Multichannel enabled with different flavours
- Support for integration with other platforms
- Huge echo system around
- Sip endpoint based environment using Sip proxy
- Gem solution more American then European
- Including more social media based support like WhatsApp
Why PureEngage Remains A Market Leader
- VHT as a stand alone model can be easily plugged into to the current call routing with minimal changes and it works like charm.
- Platform SDKs are a powerful tool that help integrate with other third party solutions or to build custom made applications.
- The whole routing solution is amazing . With user friendly composer, you have the option of building both VRUs and routing strategies. And, they are very easy to deploy.
- The level of details for report customization is another strong point.
- Complexity : Highly skilled engineers are required to deploy the solution.
- Troubleshooting with logs is still a pain. Its more of a recommendation to Genesys to come with some software that makes log retrieval easier.
- Very expensive.
Next Generation Contact Center
- IVR customization and modification is more flexible.
- Routing parameter is end-user friendly.
- Integration with 3rd party applications I.e Twitter, Facebook, WhatsApp.
- Difficult to find training materials.
- A skilled user has been difficult to find.
- Audit functionality could be improved as it is not simple for the end user.
Genesys PureEngage - The Future is Here
The platform is designed to handle current demand and predicted demand throughout the lifetime, and be scalable to facilitate expansion both in terms of volume usage and functionality. It's built as a multi-tenant platform.
Below are some key features:
1. The Speechstorm customer journey module helped to analyze the customer experience on IVR. Based on results, actions were taken to delight the customer with more self options to answer the queries and personalize IVR options based on selections done in the past.
2. Last Agent routing enabled faster resolution of queries as the customer doesn't have to explain the problem again, which in turn decreased the AHT.
- Routing Capabilities. Complex Routing Techniques like Intersite routing, Last Agent Routing etc.
- Integration with Third Party services (APIs, TIBCO etc). SDKs for Stat Server and integration with other products like Verint.
- WFM Solution is the most efficient tool for the scheduling, forecasting, and reporting of the contact center. No extra third-party components were needed for integration.
- SpeechStorm IVR call flows and Customer Journey. The self-service analytics made by using Speechstorm reports.
- Discontinuation of old school tools like CME, SCI, OCM etc. Genesys should continue their research on the old school products which were more comfortable and user-friendly to work with.
- Genesys should introduce more in-house troubleshooting tools like Kazimir. There should be improvements to SIP log Visualiser.
- Genesys' offered Workspace Desktop Client should be less sensitive to network Packet Drops. Genesys should make thick client applications deployed via a standard method like clicking on Install only.
This solution also has WDE deployment which is an interface of the agent to handle interactions. This needs more focus as it is not very stable at this moment, or it may be deployment issues in our environment. The Network connects components needs more logging, as many times it gets difficult to find the root cause between network or Application.
An Unconventional Review
Genesys Engage is the telephony system of our company across the globe. We have this global set up which is multi-host, multi-site, single environment and single tenant. I would say this platform is quite complex because each and every component depends on each other and in fact, there are so many third-party services/software needed in order to fulfill such configuration/setup. In business, it may have some problems if there's a disturbance, an issue within the environment.
- Innovative
- Scalable
- Development
- Flexibility
- Many applications must be use to create, program or monitor a particular function.
- Not a user-friendly platform.
- There's a lot of requirements you need to troubleshoot a certain issue in any channels.
Pros: Genesys Engage can satisfy the needs of the client in business. As I mentioned, it is very innovative in many aspects. They can expand or improve beyond what they really need and offer a solution wherein you recommend a better idea about setting this. Cons: After you have implemented a certain setup in this platform, you will struggle later on troubleshooting or fixing an issue or a problem.
A Few Words on Genesys PureEngage
- Genesys Engage is excellent in orchestrating contact center resources thanks to its perfectly integrated components.
- Your channels for customers may include voice, digital or social media, and Genesys Engage will let you manage them easily.
- Genesys Engage lets you to trace the interactions from starting until the interaction is resolved.
- During the journey of the interaction, you may deliver the interaction to any resource that takes actions for the resolution and you may notify your customers on the progress and consider their responses to decide what to do next.
- The other great thing is, the monitoring and reporting tools help you to analyze and project how good your company is doing, from many different perspectives.
- From a technical perspective, Genesys Engage - Routing is excellent. It lets you develop very simple flows easily, but also very complex flows can be developed without getting lost in the flow. Supports well-known infrastructure systems like operating systems, RDBMSs, PBXs. So, it is highly possible that your deployment will be done on the infrastructure that you are experienced on.
- Uses open standards.
- Components are very robust. It also supports any HA and DRC scenarios that your company policies require.
- The user interfaces are good looking in general, but they are generally designed from an engineering perspective which hardens daily jobs. The design can be improved.
- For newer components, the implementation phase might be really hard, due to lack of documentation and low quality documentation.
Another Satisfied Customer of Genesys PureEngage
- IVR capabilities are well aligned and the functionality is complex, yet super effective to use and integrate.
- Amazing capabilities for voice channels, and not just media channels.
- Integration with third-party platforms is easy to carry out and works well and as expected.
- Extensive reporting tools make it easy to focus more on the customer experience enhancements.
- Real-time reporting can be improved in certain areas. Sometimes there is a mismatch between the real-time and historical data (maybe due to the system data refreshing as you view them).
- Some of the support documentation lacks integrity. It seems like different teams worked on the documentation, thus, it's not consistent in some places. Would be good to have it reviewed.
- Would be good to have a functional video-chat ability.
A short story from a Genesys user
- Routing - deliver the client interaction to the right attendant.
- Proactive - call to clients and transfer them to an intelligent IVR that can solve problems and offer new products.
- IVR - provides personalized experiences with our CRM integration.
- we were able to organize and prioritize the back office tasks and obtain reliable metrics through the use of IWD.
- WFM with intervals of 10 minutes
- We really liked to use Kate but is very difficult to use new Genesys products in Brazil because our Genesys partner doesn't have to know how to implement it. With Genesys Brazil support I hope that we can implement it.
- I, as a Genesys client, would like to get access to Genesys Care portal.
For us Genesys Engage is very helpful in management customer contacts across multiple channels directing the client to the correct agent according to the desired solicitation. We improved the client journey with Genesys and we can see that in our NPS survey results.
We still not use Genesys WFM because we need an interval of 10 minutes. We are waiting a new realese with this interval.
Genesys helps us to deliver customer care including customer retention, collections, claim follow-up, general inquiries; also we use the platform to perform telemarketing direct sales for a variety of products.
- How the different communication channels converge on the agent desktop (Workspace Desktop.) It's very intuitive and helps the CSR to have a context of all the interactions that the customers had, no matter which channel they like to use.
- The robustness of the platform is great, we had almost no downtime; this helps us to always be able to serve our customers.
- The openness of the platform. You can integrate it with a broad range of third party products and internal systems we have in place. This helps us to have the right data, giving our CSRs the tools they need to perform their jobs easily.
- Provide more examples of integration with the WDE, also in the Developer training there is only one chapter to customize WDE. This could help to improve the integration time.
- The cost of the platform could be improved.
- The reporting for the eServices platform (email, chat, social media) could be better; it would be great to have easier integration with business data.