Genesys Contact Center Porfolio
We as service provider implemented Genesys based solutions for different clients. I am an expert in Genesys Routing Strategy development …
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.
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Popular Features
- Interactive voice response (106)9.999%
- Warm transfer (105)9.999%
- Agent dashboard (109)9.898%
- Multichannel integration (105)9.797%
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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.
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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.
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What is Genesys Multicloud CX (discontinued)?
Genesys Multicloud CX (formerly Genesys Engage) is the Genesys Customer Engagement Platform for the enterprise. It is designed to be flexible for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations.
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 (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
Cleartrip, an online travel company that provides comprehensive travel experiences throughout India and the Persian Gulf region, uses the tagline “Making Travel Simple.” As a one-stop shop for their customers’ travel needs, Cleartrip sought a similar DNA for their telecom requ...
Show More 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
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.
Avaya IP Office, NICE CXone, and 8x8 Contact Center are common alternatives for Genesys Multicloud CX (discontinued).
Reviewers rate Validate callers and Warm transfer and Interactive voice response highest, with a score of 9.9.
The most common users of Genesys Multicloud CX (discontinued) are from Enterprises (1,001+ employees).
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Reviews
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January 09, 2024
Genesys Contact Center Porfolio
We as service provider implemented Genesys based solutions for different clients. I am an expert in Genesys Routing Strategy development and have implemented call routing for several clients and its really worth using this solution.
- Genesys Voice platform enables flexibility in organisations call flows.
- Reporting solutions are very good.
- Call routing, if designed in efficient way by separate customer data layer, it works with great flexibility.
- With SCI management layer is easy to manage.
- Great routing flexibility.
- IVR solutions by studio and composer.
- Stat tables for business hours can be designed in better way.
July 03, 2022
Basic needs fulfilled and easy to use
It is our main IVR for two main departments, a bigger department being the main users of about 70% and the other department the rest. The main department handles voice, email, and chat. The smaller department handles voice and emails. Both departments use it in conjunction with Genesys Workspace for users to receive interactions. The workforce Planning team uses Genesys WFM. Leaders use Genesys CCPulse.
- Basic setup
- Simple design
- Basic UI
- Minimal funcitonality
- Needs love and investment from developers to make it better
- Not adaptable or extendable
June 30, 2022
Genesys for Sales
We are able to run our operations into one single platform with Omnichannel capabilities, simplify operations management, increase productivity for agents and customer satisfaction, unify diverse banking products and services into a single self-service platform and increase sales revenue to achieve ROI. My scope covers outbound telesales.
- Single sign on view for agent
- Agent monitoring tool
- Reporting tool to perform analysis
- Auto dialer options
- User friendly system
- To convert ccpulse reporting tool into web base access
- Easier uploading process for call list
- To allow more report templates format
June 22, 2022
Learnings of moving to Genesys Multicloud CX
We are using mixed-mode Genesys Multicloud CX components that integrate with our existing Pure Engage premise base components. We are trying to deploy a Multicloud CX-based reporting product - GCXI that enables migration from GII to GCXI for historical Business Reporting. We are also evaluating other Multicloud CX apps like GWS / WWE, BDS, and CX Contact
- Multi Cloud Platform support - AWS, Azure, Openshift
- compatibility with CI/CD tools like Jfrog
- separation of authentication from ( G-Auth ) from core application components
- Smart failover and Active-Active design support
- Need for statefull mode for GCXI application
- need for leveraging unique ports that need detailed security review
June 20, 2022
New to Genesys, but liking it
We are nearing the end of a project to integrate the ACD with our CRM and deploy it to agents at three call centers.
- 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 Multicloud CX is being used as the primary contact center solution. Currently utilizing voice, email, chat bots, and much more, and will most likely be expanded even more over the coming years. Multicloud handles most, if not all of our customer-facing solutions, either directly or indirectly. The feature-rich environment and scalability make it the best enterprise solution on the market in my honest opinion.
- business adaptability
- customizeable to a epic extend
- bulk user management
- extremely stabile
- some features require some very specialized people to develop
- the ease of use, could be easier, maybe more like Pureconnect and Purecloud
- the admin user interface should be as easy to use as the user GUI
June 15, 2022
Genesys Multicloud CX at Work
Genesys Multicloud CX allows us to use Agent to set up and manage our call center to onboard new customers and users in minutes. Allows us to do call-back with ease when call volumes are high. During the COVID pandemic employees were able to work from home without missing a beat.
- Agent desktop
- Call-back feature
- work from anywhere
- easy management of agents
- More technical tutorials and courses
- Mobile app needs more features and GUI improvement
June 14, 2022
Genesys PureEngage Experience is Service Made Easy
Score 9 out of 10
Vetted Review
Verified User
Genesys Engage is being used by the majority of the organization to deliver omnichannel experience to TELUS customers.
- 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.
April 01, 2022
Genesys PE : Simply best
Genesys PureEngage is used by our organization to support our in house contact center, which supports our customer using different channels like voice , chat , social media , email, etc.
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 .
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
December 02, 2021
A fast WFM software
We use Genesys Multicloud CX to handle forecasting our call and chat volumes and scheduling of our contact centers representatives (~700 agents).
It can produce in a relatively fast timeline, very accurate forecasts for our different lines of business as well as schedules for our representatives while taking into account all of their work constraints (HR, Union, Shifts...).
It can produce in a relatively fast timeline, very accurate forecasts for our different lines of business as well as schedules for our representatives while taking into account all of their work constraints (HR, Union, Shifts...).
- Call volume forecasting.
- Staff scheduling and allocations.
- Staffing requirements for chat.
- UI does not feel modern.
December 01, 2021
CX Champ - Genesys Engage (formerly PureEngage)
In my current organization, as a reseller of premium contact center technologies in, we pitch, consult, deploy Genesys Engage and Cloud platforms to our customers and provide professional services along with long term support to them. Apart from helping our customers to transform their contact center solutions with this robust technology, Genesys Engage is deployed for BT's own CX platform across organization. Moreover, during this COVID pandemic situation, we came across the concerns from customer to enable their associates to work from home as well, we found our best solution in Genesys Cloud offering called Genesys Cloud (formerly Genesys PureCloud) which helped our existing customers to continue with their business operations during the pandemic as well which resulted in very good CSAT score.
- Platform and hardware independence.
- Easy to scale.
- Super customizable and rebranding.
- Easy to debug.
- Very good after sales Customer Support.
- Fantastic and easy to use User Interface Design.
- Adapted to widely accepted network and software protocols.
- Regular software updates and defect resolutions.
- Good adaptability to existing CRM solutions.
- Wide variety of software connectors and adapters.
- Wide variety of SDKs are available to build custom apps.
- Very good outbound functionality and predictive dialing algorithms.
- Very good documentation.
- Vast community and forum.
- Centralized Software Installation and Upgrade facility can be optimized to great extent to reduce deployment/maintenance time.
- The newer web versions of GA and GAX still lack some very good and flexible features of CME (the older version).
- I can see a very good scope where all the software and services can be containerized (using docker, kubernetes containers) which is still missing.
- Genesys lacks powerful tools to transform from other platforms (such as Aspect, Cisco, Avaya, etc.) seamlessly..
- Costlier.
November 23, 2021
Good product
We use it for call routing, back-office routing tasks, email routing, chat and chat automation. It solves issues with multichannel routing, routing gaps, push vs pull system, and allows our employees to see. It allows us to have systematic decisions on how to best serve our channels vs our KPIs.
- Toast - data dips into CRM.
- Multichannel routing.
- GCXI reporting.
- WFM
- Speech Analytics
October 19, 2021
Big and complicated for big and complicated companies
I've supported and managed at least a dozen Genesys Engage platforms ranging from 500 to 2,500 agents. The companies I've worked with used it primarily to route and answer inbound customer calls. Some organizations have used it to route other types of interactions like email and chat, but those tended to be niche use cases put forward by brave business leaders who weren't afraid of change.
- Scale to support large agent populations.
- Scale to support large call volumes.
- Highly flexible in interaction flow design.
- Administration of interaction flows is incredibly complex.
- Environment upgrades are incredibly complex.
June 25, 2021
Practical solution for today's CX needs
We used Genesys to manage all incoming interactions for voice, email and chat for our 4 calls centers from end consumers and trade customers. We also currently use Proactive Notification to inform customers of reschedules, replacement orders, and order confirmation. Genesys Workforce Management is used to manage employees schedules. Other Genesys products used are Alto, SpeechMiner, GCXI, GI2, Callback, and more. We leverage these systems to be on a singular platform, enabling quick communication across teams.
- Cloud environment
- New features and upgrades
- Omni channel experiences
- Speed of implementing new ideas
- Forum for suggesting new ideas
- CARE team responsiveness
- Genesys documentation/videos
June 03, 2021
A good solution for complex problems
The Genesys Engage modules are used in all areas of the Contact Center in NOS, from technical support, to collections, financial, commercial, churn.
It is used for self service as well as for the assisted services. It addresses the problem of integration of the customer information data among the different channels and the different teams and applications.
It is used for self service as well as for the assisted services. It addresses the problem of integration of the customer information data among the different channels and the different teams and applications.
- Call Routing - very reach set of features for call routing and attaching information to the calls.
- Reporting - very powerful detailed reporting with good integration capabilities with the customer data warehouse and Big Data.
- Self service - very good set of features for implementation of IVR flows with integration of customer databases and external services.
- Reporting - usually the out-of-box reporting functionalities is weak for the more complex organization, therefore requiring a higher level of customization.
- Outbound campaigns - some features of the outbound campaigns were not improved for a long time and the high availability solution has some faults.
- Management complexity - the platform for big installations may get quite complex with several servers requiring a lot of management attention and a big technical team.
December 15, 2020
It just works
Score 10 out of 10
Vetted Review
Verified User
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.
- Great UI. Everything is logically structured within the portal.
- It just works.. there's no fiddling required.
- Everything we need in 1 platform.
- It's huge, understanding everything initially can be overwhelming.
- Some system changes cannot be done inhouse (adding virtual queues).
- Finding support is not always easy when using a vendor (not a Genesys issue).
October 16, 2020
Genesys is the large call center's best friend
Score 9 out of 10
Vetted Review
Verified User
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.
- Workforce Management
- Windows install & Linux install
- Speech integration
- License management
- Reporting
September 28, 2020
Why Genesys Engage?
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.
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.
May 06, 2020
Great product for better interaction handling
Score 9 out of 10
Vetted Review
Verified User
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.
- Powerful: It can be used for very large organizations
- Modular: Adaptable to different needs
- Complex architecture: Some modules are made up of many components
- Infrastructure requirements
- High learning curve for the end user
April 28, 2020
Genesys Engage has been consistently great
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).
- Reporting
- Ease to copy existing objects when adding new users, groups, etc.
- Variety of tools to administer the environment (legacy and new)
- Consolidation of all capabilities into each management tool--some functions are available in one tool but not another
- Tighter integration of Genesys-acquired apps (namely iWD, GMS) into the overall solution--currently they seem very bolted-on instead of baked-in.
- iWD is too scattered across GRE, Composer, and objects--there needs to be a more consistent flow of logic within fewer areas (not jumping through different apps to perform actions)
April 15, 2020
Genesys PureEngage is not a bad choice.
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.
- 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.).
December 25, 2019
Genesys has Inspired Us to Deliver Best Customer Experience
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.
- 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.
November 13, 2019
5 stars, would invest again!
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.
- 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.
October 22, 2019
You won't regret using PureEngage
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.
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.
- It is easy to create a campaign, configure it, and put it in production.
- Through CCPulse, it is easy to follow the campaign statistics and be able to make changes to our strategies.
- We are able to know all of our KPI, with detail of every interaction of every campaign.
- Make it easier to create CCPulse dashboards.
- Easier integration between InfoMart and an external BI.
- Better integration with in house CRM.
October 11, 2019
Genesys PureEnage, A Cut Above the Competition!
We use Genesys Engage for interaction (chat, email, voice) forecasting, WFM for schedule optimization, and real-time queue monitoring. Genesys Engage is currently used by three departments within the organization. We needed a solution that can accurately forecast interaction volume and allow us to staff to projected workload and trends. We also needed reporting capabilities to measure adherence, service level, and average engage time, to name a few. Genesys met our business needs by providing solutions to our problems under one umbrella. We will be replacing our aging Agent Desktop application with Workspace Desktop Edition, which will further delight our customers and users by providing a true omnichannel experience.
- Having used solutions from Aspect and NICE, I feel that Genesys Engage is more user-friendly and does a great job at accurately forecasting interaction volume. Schedule optimization is something Genesys Engage does really well.
- Genesys Engage reports are easy to consume, allowing senior management insights into the health of the business and contact center. Many of our strategic decisions are made using reports from Genesys Engage.
- Real-time queue and agent monitoring ensure that we have adequate support coverage across all intervals.
- I feel that combining Configuration Utility to WFM has resulted in user frustration and made WFM more cumbersome. WFM and Configuration Utility were best left as separate applications.
- I would like to see more flexibility in Pulse to allow reporting from external source. Currently Pulse can only display data from external source using the iFrame widget, which only accepts URLs.
- Interactive Insights is wonderful, but can be better if there are more choices for graphics. More often than not, my team has to export reports from Interactive Insights to Excel so that we can use the available charts for presentation.