Genesys at Ingenico
March 29, 2018

Genesys at Ingenico

Brice Tetu | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Modules Used

  • PureConnect

Overall Satisfaction with Genesys Engage (formerly PureEngage)

Genesys pureConnect is used across all of customer service at Ingenico (for support to end customers and field engineers). It's currently deployed in 6 countries with around 360 support agents on a 24/7 basis.

Pros

  • Easy to configure IVR with all needed features.
  • Nice set of additional features to maange a call center (Reporting, Supervision, Workforce management)
  • Powerful ACD engine to dispatch interactions according to different rules (based on skills, workgroups, etc ..)
  • Very nice off the shelf connector to Salesforce

Cons

  • Ergonomy could get better. Nice effort was done with the release of the web interface (pureConnect interface). But there is still some room for simplifications, especially on the administrator interface.
  • Integration with BI tools could be better.
  • Missing some education facilities in France to attend training in Paris for example.
  • For contact centers sized > 60 agents it makes the perfect fit and has all the features you need to manage the workforce
  • For smaller contact centers - I'd rather look into PureCloud solutions

Using Genesys Engage (formerly PureEngage)

Comments

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