Genesys Engage has been consistently great
April 28, 2020
Genesys Engage has been consistently great
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Engage (formerly PureEngage)
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)
Genesys admin consoles are more modern and easier to navigate than Avaya tools that I have used in the past
- More consistent omni/multi-channel reporting
- More mobile integration
- Additional operation automation with email and iWD