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.
- 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
- 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.