Genesys: Evolve Your Conversation
July 18, 2018
Genesys: Evolve Your Conversation
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Engage (formerly PureEngage)
We have clients that work as part of a call center. They make up a sizable portion of our business, so keeping them efficient is what keeps them happy, and helps us get paid. We needed a solution for them that helped them to track and report and measure trends within their database – something to automate their own clients' IVR journey and give them the best experience possible.
- Genesys has pretty much every feature you could ever need. It has a multi-client, multi-channel technology for customer care centers, for example (which is handy because those get high volume)
- It's easy to pick up and run with, very minimal training and customer-service is quick to respond if you have any questions
- It consolidates multiple views into one streamlined interface on your desktop. If it's one thing that drives me nuts, it's having a billion windows open.
- It would be nice to have some bilingual speech analytics. Since we deal with clients across the world, it would be nice to have support for local languages.
- Sometimes the administrator tools can be a bit lacking, so we had to improvise a bit with some in-house solutions.
- I would like some more transparency from Genesys when they plan to update their programs – a lack of a roadmap can be a bit problematic.