The good, the bad, the ugly
September 05, 2018

The good, the bad, the ugly

Kara Reynolds | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

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.

Pros

  • 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.

Cons

  • 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.
This product is well suited to multi-office locations where you need to juggle and prioritize a lot of calls and tasks. It makes it simple and takes the need out for someone to manually do. We found when this was just our office that it was probably more than we needed so might not be suited to smaller organisations.

Using Genesys Engage (formerly PureEngage)

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