Overall, Genesys call center suite is great, giving developers the opportunity to learn and grow
May 08, 2020
Overall, Genesys call center suite is great, giving developers the opportunity to learn and grow
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Engage (formerly PureEngage)
Genesys Engage is our call center suite and being used across the board.
- Handle voice interactions - customers initiate calls and get delivered to call center agents based on customer intent
- Handle non-voice interaction - chat, email, SMS etc. interactions from customers to bot or real agents
- Manage customer journey for entire conversation
- Realtime and historical reporting
- Rich functionality and features
- Product can be customized to meet different business demands
- Documentation and technical support are well organized
- Hardware demand is high for enterprise. The move moment towards cloud infra is the better strategy
- Some core applications such as configuration DB, TServer etc. are not natively support active-active running mode across multiple data centers
- Real time latency across data centers is always a concern. Not sure if it can get better when migrate apps in cloud
At the beginning it was really voice interaction driven and that time (2004), Genesys was one of the top call center software providers in the world.
- TELUS is the leading company using the most technology from Genesys.
- We are looking for automation in deployment, testing areas to improve.
- Moving toward cloud based technology..