Overall Satisfaction with Genesys Engage (formerly PureEngage)
We use this across 4 of our main offices across the whole organisation. This helps us call share between offices over different time zones. Having everyone in the contact center on the same platform is a win for us.
- Call routing is easy to build and use and delivers really well to keep call waits under control while still delivering the calls to the right people.
- The IPA add-on has been great for us to manage our off the phone administration tasks. We have noticed an increase in productivity and resolution times.
- Support is great for this product and the knowledge base is really comprehensive. Makes solving issues yourself really easy and if you cant support is always quick to respond.
- The IVR build has been hard for the rest of the business to follow. If they don't have a technical background they find the interface hard to follow and use.
- Upgrade waiting times are too long and always getting pushed back. A better way to handle these would be good.