You won't regret it
July 12, 2018
You won't regret it
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Engage (formerly PureEngage)
Last year after doing research on how to improve our CRM I stumbled across Genesys PureConnect. Our previous CRM was so limited that we were unable to properly identify where our inquiries were coming from and who we were reaching out to. This in return didn't provide a solid amount of data to measure the ROI. Genesys was able to show us exactly what demographic we are the most successful with, to understand pain points of our products, as well as be able to take our cold/warm leads into hot leads. Currently it is only being used in our cross functional support department. This team addresses both the marketing side and the customer service side for existing buyers.
- Now when receiving leads we are able to see the information we need immediately. Prior to set up our account manager walked us through what fields would be available and which ones made the most sense to include or not include.
- The amount of customer service you receive is phenomenal. We started off by only purchasing PureConnect although we were initially encouraged to take advantage of the cloud services as well. Despite only having a single platform and being an extremely small start up we were treated as if we are a Fortune 500 company. For every little question we always have a LIVE PERSON to speak with and help us work through issues.
- I have been part of many software integrations and the integration of getting their software "to talk and play nice" with ours was a bit more difficult than we had originally anticipated. However, their integration team held bi-weekly calls with us to discuss the project road map, what the integration testing would look like, and what the results of the testing were. This all happened prior to the integration going live, giving us plenty of time to work through any bugs or issues that might have come up.
- I don't have many cons to mention. The only thing that I was a bit bummed about was that sometimes it seemed like fields were more limited than what I had initially been led to believe. However, it seems to have worked out for the best as less is more sometimes!