Great Introduction Tool to Customer Service
July 19, 2018
Great Introduction Tool to Customer Service
Score 6 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Engage (formerly PureEngage)
We used Genesys across a couple of departments: marketing (demand gen), sales, and customer support. The system enabled us to track progress made in our demand gen strategy while also fueling our sales pipeline. The platform provided in-depth report that other platforms didn't provide or couldn't visually compare. The contact center feature provided our support team an efficient way of working as everything was in one place rather than needing to tie together multiple 3rd party tools.
- The analytics provided are great both in detail and visual aspect. We were able to easily understand the information presented as well as show it to other not using the platform and explain it in detail.
- It was simple to integrate into our daily processes. We didn't have to 'shut things down' for days in order to add this into our process; it was easy to add in and made it more efficient. We were also able to reduce the number of applications we used day to day.
- The platform helped to keep sales on track with their quotas. Sales reps were able to visually see how they were performing . The sales solution also encouraged marketing and sales alignment as it allowed us to create a more uniform communication strategy with customers and prospects.
- We did find that the texting feature was a little hard to perfect. Our messages would either be too long and show in multiple messages or the links would give an error.
- The digital automation feature is wonky as well. We found that the automation would provide odd and out-of-place responses.
- The pricing for the platform (we found) to be more costly than other solutions.