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A great way to route calls!
August 03, 2018

A great way to route calls!

Duncan Hernandez | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Engage (formerly PureEngage)

Giving agents the tools for self service is really key and helps improve efficiency by a great amount. Automating background processes also is a nice benefit for this product. We can route incoming calls any way that we want to, which helps us guide our customers in the quickest and easiest way for optimal service.
  • Call Routing
  • Self Service
  • Lower waiting times for agents
  • Better reporting
  • Bug fixes can be slow and be out of reach for crucial time frames
  • Live data can be hard to view at some times.
  • Prices for add-ons can add up
The big scenario is the call routing. When times get really busy, the call routing is very efficient when the phones starting ringing and have to be transferred everywhere. It really lowers our overflow and makes the agents much more happier and less stressed out. Being able to see how the day went with the reporting is nice to see that number improving over time.

Using Genesys Engage (formerly PureEngage)