Overall Satisfaction with Genesys Engage (formerly PureEngage)
I'm working with IVR development, BI reports, WDE customization, Strategies etc. In my company we work with customers (Banks and Contact Center enterprises) that acquired Genesys Licensing and need PS to create solutions for Contact Center in Genesys Engage. We work with chat (WhatsApp integrated), voice for receive final customer contacts.
- Reports in real time.
- Historical reports.
- Fully customized routing.
- Documentation sometimes is not very clear.
- Some features are hard to integrate with other platforms.
- Genesys Cloud (formerly PureCloud)
Genesys Cloud - it's more simple, for customers who don't want highly complex architecture, without great integrations and complex reports. Cloud doesn't have many logs to analyse the environment, in some cases, we need help from Factory Support.
- Genesys analytics.
- Context services.