Tarkett use case - PureConnect client much satisfied
April 11, 2018
Tarkett use case - PureConnect client much satisfied
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Engage (formerly PureEngage)
We have chosen the Customer Interaction Center (CIC) to support multimedias inbound/outbound flows in our customer services (20 locations across the globe with 400 agents). Application is set as "mission critical" (highest level) as Customer Services are not support organizations but entry points for orders/company revenue. CIC had also been recently deployed for internal IT support organizations (North America & Eastern Europe). We've made interfaces with:
- Active Directory and CRM
Dynamics 2016 to recognize our callers and adapt the flow according to client
categories. - Lync to synchronize status
between applications - Soon, web to generate callbacks
- Routing engine is well designed making agent selection easy to understand for business partners
- Real time KPIs through wall boards are really appreciated from managers
- Call flow capabilities through development (inc. interfaces) to meet business requirements
- Softphone is painful to use for enduser. They need to "re" provision each time they change their network
- Historical reporting as aggregation through standard reporting is really bad. We need to rework through Excel to get consolidated data or use BI tools
- We have faced issues with the stability of the marquee component/aggregating majority of the infrastructure for 3 years
- System backup is barely impossible without deep handler development
- To get connected to a station via ICBM, we need to connect through desktop which is very painful