Overall Satisfaction with Genesys Engage (formerly PureEngage)
We currently use Genesys PureConnect in our company's environment to great success. Our end users love being able to communicate directly with our call center and get faster responses. The trouble it took in the past is over now with Genesys PureConnect and the time reduction in SLA's made it worth the investment. End users are happier and issues are resolved faster to greater effect.
- By being able to communicate faster issues are solved in a timely manner.
- Managing SLA's and call volumes are easier and giver better overall data analysis.
- Total ROI is worth using this product for what you can get out of it.
- As with any system there could always be more customization available.
- Some of the initial setup could use better wording.