Genesys: Evolve Your Conversation
July 18, 2018

Genesys: Evolve Your Conversation

Anonymous | TrustRadius Reviewer
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.

Pros

  • 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.

Cons

  • 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.
It's a good system to implement if you have a call center and want to track data based on your employees' interaction with clients. You can look up trends and see what's basically working and what's not. It's basically an all-in-one solution, you can deal with one vendor to hit your contact-center needs without having to go through a million channels first.

Comments

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