#1 Vote for Tool of the Year - Genesys Contact Center Portfolio
Sharon Woodard | TrustRadius Reviewer
January 20, 2016

#1 Vote for Tool of the Year - Genesys Contact Center Portfolio

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys Engage (formerly PureEngage)

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.
  • Utilizing Genesys Contact Center Portfolio has added increased employee efficiency, providing better availability to customer demands which in turn has increased customer satisfaction.
  • Utilizing Genesys Contact Center Portfolio has added increased management efficiency, automating resource planning and scheduling and providing management more time to focus on other important tasks.
The previous workforce management tool was more labor intensive and did not include the additional suite of functionality that Genesys Contact Center Portfolio provided.
Large call centers can definitely reap the value of utilizing Genesys Contact Center Portfolio, even small call centers benefit but it may not easily be cost justified to implement.