Genesys Experience
March 21, 2018

Genesys Experience

Mariama Guiro | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Engage (formerly PureEngage)

With PureCloud we can make system changes ourselves and no longer rely on IT or external providers. We can measure so much more and our managers have real-time data at their fingertips.

Our customers enjoy a friendlier and more convenient experience on their own terms. And our teams can do what they do best—provide great service and build relationships.


Pros

  • Maintains 90% customer satisfaction rates
  • 15% reduction in abandonment rates, from 18% to 3%
  • Improved efficiency and first contact resolution
  • Future integration of channels and operations

Cons

  • Workforce Management tools, dashboard and supervisor tools
With Genesys PureConnect we are completely autonomous on the business side. Don't really need IT skills to develop our own flows, put priorities on a different line, define our strategy and make changes quickly.
You can use a specific tool like callbacks for customers and improve "customer experience and satisfaction". We can integrate our CRM tool to our flow and give more information for the agents.

Comments

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