Driving Activity Management Adoption with Genesys
July 19, 2018

Driving Activity Management Adoption with Genesys

Greg McLaughlin | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Engage (formerly PureEngage)

We use Genesys to track the calls made to and from our Customer Service Associates. Additionally, we have connected Genesys to Salesforce to better automate the process of tracking call details. Our Reps can initiate a call through Genesys by clicking a Contact record in Salesforce or for incoming calls, Genesys attempts to connect the incoming number to a recognized Contact in Salesforce to link the call and help automate the creation of an Activity record.

Pros

  • Tracks calls effectively
  • Provides robust analytics on call stats
  • Connects to Salesforce lightning interface

Cons

  • Doesn't use AI to record calls, interrogate the content of the call and provide guidance on how to respond
  • Doesn't always connect the number to the Contact in Salesforce
  • Slow to initiate and clumsy to have an extra little window open
The feature that searches Salesforce and automatically connects the call to the Contact record as well as the ease of adding Activity comments is very effective in helping to drive adoption of Activity tracking within the CRM environment and program. The fact that it works well with the Salesforce Lightning interface is a nice feature as well.

Using Genesys Engage (formerly PureEngage)

Comments

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