ClickDesk 3.8 (12)
September 25, 2018

ClickDesk 3.8 (12)

Natalya Lekomtseva | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys Engage (formerly PureEngage)

Our business requires us to send charging warnings to our clients and individuals. To achieve this we use the PureConnect Dialer stage to run Agentless, Preview/Predictive, and even SMS-powered campaigns to achieve our part base. Not outsourcing this work enables us to significantly screen and change our outbound procedure as required. We can rapidly create and discharge SMS-powered charging notices on account of the Dialer's handling of the implicit advancement arrangement.
  • The Genesys sales and support engineers are the best in the business. Any thoughts or inquiries that need attention are rapidly and precisely addressed with a telephone call or email to our Customer Success Manager, Service Delivery Manager, or Support Team.
  • The help we get feels trustworthy, and the level of care doesn't change based on the number of installations we have
  • It gives a great steering and skill power. This allows us to get clients to the ideal solution on the first try. We have been able to be extremely inventive in our answers, in light of the adaptability that PureConnect gives in its steering abilities.
  • There are so many roles to the product, and each is contingent upon what you need to do. Some days I needed to sign into 6 things at once to do all that I required (Desktop, Business Manager, Supervisor, Administrator, Scripter, Attendant)
  • The managing devices are missing, so we had to come up with some in-house solutions
  • I hate the lack of correspondence from Genesys with respect to issues, refreshes, guides, and fixes to their bugs
  • My greatest concern is their client care and the absence of following a BEC understanding with respect to time periods
PureConnect is exceptionally in depth and there are a ton of highlights. Try not to be put off at first with its multifaceted nature, and attempt to stick it out and learn it. When I had my head around it, I really loved it; however I should admit I was exceptionally overwhelmed toward the start, as I didn't have anybody to show me. I simply needed to make sense of it. Arrange a decent amount of support in your product agreement, the goal being that you can depend on them to help you where possible.