Genesys Contact Center Porfolio
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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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December 13, 2018
Great Job with Genesys!
Genesys Engage is being used across the whole organization. The company separates into 3 main products the channel of communication for the customers and as well as internally. Mainly, the bigger channel is Voice, second is Chat and at the end Email. The biggest problem I experience on the QE is regarding the customization for the agent desktop. The company used to use our own desktop apps using Genesys SDK, and constantly we found issues with the libraries that impacted the voice operation mostly.
- The intelligent Routing is a very good product. This is part of the most important component across the company to support all the traffic of our interactions. This is able to manage cross Geo Routing and select the best agent available accordingly to the Biz rules.
- Realtime reporting is also another product that works very nice and with high standard of effectiveness and precision of the numbers reported. The way to you can access all this info make really easy to start working on numbers and take decisions in order to improve the service level.
- Customer desktop integration is some of the bigger issues we experience that affect that affect in a big escale mostly the voice channel. The integration with SDK products sometimes is difficult to identify issues on controlled environment. Then after find some issues the usual time to get it fixed is long.
December 12, 2018
Genesys PureEngage way to go.
Score 9 out of 10
Vetted Review
Verified User
With increasing customer expectations, our company knew they needed to address several specific business challenges impacting their customer experience and business efficiency. Our company turned to the Genesys Engage™ Platform to amalgamate their contact centers onto a single vendor, and implemented inbound voice, outbound voice, analytics and the omnichannel desktop. With these solutions in place, our company can now blend inbound calls with back-office work to improve agent efficiency. Genesys is providing us with the ability to build that omnichannel customer experience that we had in mind for our customers. It’s giving us the opportunity to share the same language with all channels that we are deploying throughout the organization.
- Only one platform to answer clients needs through an omnicanal approach.
- Helping us to be able to blend inbound calls with back-office work to improve agent efficiency.
- Making possible and easier to improve the whole customer experience.
- Workspace Web Edition Agent Desktop on Eservices support.
December 12, 2018
Review from a telco engineer
Genesys Engage is deployed in Vocus to support our own Contact Centre with about 2000 agents provisioned.
- Reliable performance of Genesys applications in spite of the installation on VMs
- Range of features provided
- Flexible to interact with other web service for IVR customization
- Cannot cancel call back call after agent accepts preview
- Agent can still go ready when headset is unplugged but call is actually rejected by SIP Endpoint
- Screen recording is tied to voice recording for blending agents
November 27, 2018
one of the best contact center solutions in the market
This product is used as an omni-channel engagement platform to engage with customers and provide them with great customer experience pre-sales and post sales life cycle of the products/services that we offer in the market place. It is a good solution that we have customized a bit to suit the kind of experience that we will want our customers to have when they call in or contact via social media with a query or issue.
- Provides a good call center experience to engage with customers, prospects.
- Can be customized to our environment.
- user training is available and is done well.
- Better support for the platform as such from the vendor since they seem to have limited experts in the field.
- Also when doing upgrades to the solution, please be aware of all the inter-linkages and ensure the impact of upgrade on the inter-linkages as we have found that at times links get broken.
November 27, 2018
10 years of experience with Genesys PureEngage at a glance
Genesys Engage is used as a primary omni-channel contact center solution, to engage customers in inbound and outbound conversations through the voice channel, as well as a variety of digital channels. Thanks to Genesys Engage, we can consistently engage customers no matter what channel they use and have a 360 degree view on the customer journey. Finally, Genesys develops with the market so that we can rely on them to provide a customer engagement solution for new digital media channels that show up on a regular basis.
- Omni-channel architecture, one platform for voice and digital channels.
- Scalable, enterprise-grade quality.
- Excellent Professional Services.
- Future proof: always trying to stay a step ahead of market trends.
- On-premise products slow to adopt cloud infrastructure (hybrid / public cloud).
- Missing configuration management / DevOps strategy for on-premise solutions. External tools (like InProd) are required to fit the gap of configuration management between dev/test/prod environments, and for configuration audit.
November 23, 2018
Genesys PureEngage Review
- Genesys Engage products are being used for IVR purpose for one of our client.
- It is used by users to get information or to raise an issue regarding the client product.
- We use phone/email/fax as our services now. Evaluating to use social media.
- It provides round the clock support for different regions of the globe with different language skillset.
- Genesys Engage products cover end to end automation of client IVR requirements.
- It has good reporting features to analyze the available data.
- It has good workforce management features to get good ROI.
- Genesys PureEngage product has integration issue with MS-CRM product as its getting out of service.
- Genesys PureEngage product [GA] should have all the features that Config Manager Editor has so users can use either of them which he prefers.
- Genesys PureEngage should have a feature so that end to end call flow can be shown/tracked either in GA or CME, instead of going to logs and checking.
November 18, 2018
PureEngage works for us!
We are a reseller of Genesys Engage and have it deployed at many customers. Each customer uses it a little differently, from individual departments to the entire organization. It is used with voice, email, chat, text, outbound, and I am sure others I am missing. It is almost limitless in its flexibility and size.
- Genesys Voice Platform (GVP) offers endless customization and is super flexible.
- Inbound routing is also super robust and highly customizable.
- Outbound helps our customers save a lot of hours of work by automating reminders.
- With incredible customization sometimes comes incredible complexity.
- There are many ways to do some things, which can get difficult on occasion.
November 02, 2018
Our Journey with Genesys PureEngage
Genesys Engage is being used globally across our whole organization. The key business problem was the challenge of following the entire customer journey from entry to transfer to exit, and with Genesys Engage, we are able to do so globally. Our legacy ecosystem consisted of many isolated ACD's, and this finally gives us one, global view.
- Genesys Engage team does a great job partnering with us on identifying the highest value services we need to run our business.
- The Customer CARE team started weak but has really committed to improvement and are now staffed to ensure the right level of insights and telemetry are on the platform to alert us of any issues.
- Overall commitment to our company has continued to grow. They demonstrate this by placing on-site resources and meeting with us regularly to continuously improve their delivery model.
- They started very weak with regards to their NOC capabilities on our PureEngage platform. Insights were weak, and their auto detection of incidents was so weak that we often knew of problems before they did.
- There is some missing functionality on their cloud platform compared to their legacy product. We have about 40 feature requests in the pipeline, all of which are needed.
- The NOC needs to be fortified, but I believe they are doing so and also have a dedicated team of CARE professionals that are helping with the monitoring of the SaaS solution.
October 30, 2018
A short story from a Genesys user
Score 9 out of 10
Vetted Review
Verified User
Genesys Engage is being used by Contact Center to support our clients to get the best way to solve their problems or questions about our products. With Genesys, we improve the internal operations controls and reduce operational costs. Our staff areas uses Genesys Engage too, they need to make fast decisions and Genesys online reports helps them very much.
- 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.
We use Genesys Engage in our contact centers which are the first point of contact to the customer. We have been using Genesys since the year 2000.
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.
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.
October 19, 2018
Genesys PureEngage great solution from a great team
We use Genesys Engage for almost all Spain organization for our contact server.
We have constant requests to improve and shorten the average operating times. The process to develop and promote to production environment strategies and subroutines is long and cannot be automated.
We have constant requests to improve and shorten the average operating times. The process to develop and promote to production environment strategies and subroutines is long and cannot be automated.
- There are a lot of solutions and applications than can be used for the business.
- It's very customizable.
- There are constant reviews, updates, and hotfixes.
- There should be more practical examples about how to use functionalities.
- It's difficult to know how many licenses are we using.
- Processes of learning, implementing, controlling and managing features are expensive.
October 17, 2018
Genesys - strongly advice
Score 9 out of 10
Vetted Review
Verified User
We are using Genesys Engage solutions in all parts of our organization (contact center, branches, complaint management teams, collection teams, support teams etc). All customer interactions (inbound or outbound) via voice and chat are processed on this solution.
- As an all in one solution, the whole parts of Genesys Engage solutions work together excellent. They also very good integrastion with third-party products.
- Reporting of all components is well structured and well designed. Also management of dashboards/applications is very easy.
- Installing, managing, and troubleshooting of environment is easy.
- Genesys PueEngare solutions have to come with video-chat ability. Of course, some good third-party solutions can be implemented but we [think] that this part should be a Genesys product.
- The web version of Genesys Agent Desktop or a toolbar with the same functionality should be developed. Nearly all enterprise applications are developed as a web application.
- Genesys App Automation Platform (GAAP) solution have to support native mobile SDKs, both IOS and Android platforms.
We use Genesys Engage across our organisation to prioritise and distribute incoming calls, emails and work items. It supports our Connections, Assurance and Operations centres.
- 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.
- Genesys Engage 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.
- 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.
August 27, 2018
Robust product
Genesys Engage is being used to mange our customer interactions across our Chat and voice Contact centre channels. It is deployed across multiple locations on and offshore. We also use Workforce management to mange approximately 1,000 staff. We use the Genesys Chat widget to interact with customers and it links into our separate VA. UCS is used for chat, email and social.
- End to end view of customer interaction through chat and voice. One stop shop for consolidated view of consumer interactions - chat, voice and email.
- Good soft pop capability to present relevant information for agents
- Licensing construct needs to move from perpetual and media based licensing to blended agent approach to allow fexibility
August 27, 2018
Genesys heavy user feedback
We use Genesys Engage as a core routing platform to manage all our customer interactions including voice, email, web and mobile solicitations.
- It aggregates all the medias and provides a uniform interaction platform
- It easily integrates with third-party solutions and homemade applications to provide a seamless experience to users
- It is a very robust solution
- It is very good at providing tailor made solutions matching complex business needs. If you leverage its sdks and the Composer development platform, almost nothing is impossible. You are never stuck with a closed and limited solution.
- Applications should be migrated to micro services to facilitate day-to-day operations and improve performances and scalability.
- Some interfaces should be refreshed (wfm for instance) and even recently renewed ones could be more user friendly
- Pricing is high (it really is a premium product), some capabilities are optional and should be included in the core packages as they are key to take the most of the platform (especially the sdks and infomart)
July 27, 2018
PureEngage Review
Score 7 out of 10
Vetted Review
Verified User
Genesys Engage, is used by all our Customer Service Departments, Contact Center, Outbound Campaigns and Customer Management.
- Routing
- OmniChannel Desktop
- Reporting
- Technical documentation for the solution
- Workforce management
April 12, 2018
Genesys PureEngage Review
Score 9 out of 10
Vetted Review
Verified User
Genesys Engage is being used by the contact center. It made it more efficient to handle customer interactions.
- The solution is flexible and powerful enough to satisfy users. Such as, applying complex business rules for routing.
- IWS is customizable; each team (inbound, outbound, collection, etc.) uses a different version of IWS which is customized according to their needs.
- Social engagement tool doesn't support all social media platforms like instagram, youtube, etc.
April 06, 2018
Genesys PureEngage Review
Genesys Engage is used to provide a centralized work routing and reporting environment for various different media. Be it inbound voice, outbound dialer, email, SMS, and other media, the platform provides a singular view of the agent, their work, and the time they spent on the various aspects of their daily interaction handling.
- A unified platform for all media interaction routing and reporting.
- Nearly endless options to configure and customize the applications, user experience, and customer experience.
- Frequent upgrades and enhancements being released.
- A large number of features and options can be complex. The applications could benefit from a starting standard set where settings are designed to a "gold" standard and then changes away from that standard would only get done if there is a reason to do so.
- The sample Routing strategies and IVR application designs that come with the application gives an idea of what can be done, but they aren't a starting point for a "gold" standard design. Having the application come with a full set up starting routing strategy and IVR design would go a long way to helping organizations to start using the applications faster.
- Application logging and the large number of different applications all logging can make isolating issues very challenging.
April 06, 2018
What is Genesys for us?
We are using Genesys Engage modules in inbound, outbound, IVR, chat, reporting, WFM, and SIP. I haven't seen any business problems.
- The most important thing is the reliable framework.
- Easy management. Well designed support portal of administration for IT.
- Easy modules for business requirements. Business departments can do some of the business decisions on the system portal.
- Genesys made continuous improvement and development of the modules.
- Silent monitoring and whisper coaching support from CCpulse.
- Automatic user import feature can be added, for example from human resources application. It would be nice if we could schedule it via Genesys admin.
- Genesys Pulse can not show statistics instantly and configurable controls in CCPulse+ are not found in CCPulse (sending email, scripting, etc.). It can be added.
- Entry-level training given in Turkey may be given advanced training.
November 04, 2017
Satisfied Customer
It's used as the customer interaction platform across the company (3 core countries).
- Blending of interaction types
- Efficient workload handling
- Robust system
- Reporting can still be made more easy
- Enablement of new channels
- Faster implementation of add-ons
November 01, 2017
Genesys PureEngage
Genesys Engage is used at our retention Contact Center. It has helped the agents to work omnichannel. We have also integrated Genesys Engage with our CRM as it provides webchat, IVR setup. This has improved agent KPIs and also full engagement of customers and resellers of our product in a tremendous fashion.
- It accepts seamless unified & customized reporting.
- It works well with other features of the business, CRM and Genesys Interactive Workspace.
- Customer engagement has been achieved effectively.
- We have just started using the system so no cons available for now.
October 26, 2017
Genesys PureEngage - The future of CX with your organization!
Genesys Engage is used for our Contact Center Operations currently. This solution has helped us automate seamlessly through the Omni channel offering. We used to have a Call Center set-up where only calls were handled by an ACD. Now we have the ACD, IVR read-write, QMS, email, web chat, web collaboration, CTI, unified reports. We have also integrated Genesys Engage with our CRM. Since implementation less than 2 months ago, we have seen a positive improvement in our team's productivity and the effective handling of our valued customers.
- Omnichannel according to me is the greatest strength of Genesys Engage. All components are Genesys components, allowing for seamless unified & customized reporting and a great customer experience.
- Genesys is an open system, therefore, can integrate with various aspects of our business. For instance, we have completely integrated Genesys with our existing CRM solution.
- The ease of managing the day to day operation, dashboard customization, etc, are a value add.
- Honestly, since we are a new implementation, we have not yet encountered any cons.
September 05, 2016
Genesys
Genesys Contact Center is currently being used by Contact Center BPOutsourcing services to present an all in one service to public and private organizations in Portugal (B2B Market). This platform was built several years ago with the capability of up 1000+ agents in order to support our internal Contact Centers and customer care services. (B2C Market)
Our Genesys solution is currently integrated with CRM and other Scripting platforms in order to offer a pseudo omni-channel solution.
Our Genesys solution is currently integrated with CRM and other Scripting platforms in order to offer a pseudo omni-channel solution.
- Supported through multiple VoIP vendors
- Focused on the high market solutions
- New version support virtualization
- Stable, but with bumpy starts
- Support out of the box integration with cloud CRMs
- More extensive APIs for Email and Voice
- Dynamic and do-it-yourself reports
- Scripting
January 20, 2016
#1 Vote for Tool of the Year - Genesys Contact Center Portfolio
Genesys Contact Center Portfolio is being utilized by my department for IVR, call routing, real-time call monitoring, historical reporting, and forecasting of work volume and resource purposes. Genesys Contact Center Portfolio enables both department supervisors and myself to manage day to day business as well as provides the capability to predict resource needs based on historical trends and new business demand planning.
- Genesys Contact Center Portfolio allows us to easily configure complicated routing designs.
- Genesys Contact Center Portfolio allows us to easily forecast resource requirements based on historical trends.
- Genesys Contact Center Portfolio provides us user friendly, out-of-the box reporting for real-time call and agent availability monitoring.
- Some features I would like to see BCBS of TN take advantage of in the future include agent dashboard reporting and management dashboard reporting, including real-time metrics and historical metrics.
- Additional features I would like to see BCBS of TN take advantage of in the future include integration with employee HR systems and Genesys Contact Center Portfolio for time off requests.
- Lastly, I would like to see BCBS of TN take advantage of management alert notifications when call queues reach a specific wait time by email or to a dedicated monitoring board.
Our operation houses a 125 seat call center where we provide sales and customer service to newborn parents. Along side that is also our Outbound sales team that uses the latest offering from I3 in its IMC product that replaced predictive dialing of numbers. Our company has been a customer of I3 dating back to the 2.2 version and most recently moved to the 4.0 platform. This product services our entire company from the call center all the way to our executives.
- Call routing has been a major factor for us as we can route the calls to the proper skill set who can answer the calls properly and efficiently
- Reporting. This has made things extremely easy to pull the reports for us to get to our financial teams and adjust how many users we need on the phone
- Support. They listen to the needs of the customers and make the updates as needed
- Some of the reports are difficult to get to the data you really need. You may need to export the data to cross reference with other data to get the answer.