Item: Latitude by Genesys
Rating: 1
Author: Robert Burnside

Overall Satisfaction with Genesys Engage (formerly PureEngage)

Use Cases and Deployment Scope

CCI is a collection agency. We use the Latitude collection platform as our collection system of record. It is the only collection platform used by our call centers. It allows us to manage the flow of accounts from placement to end-of-life, maintain records of every action taken on an account, process files sent to us by our clients, create files to send to our clients, and analyze collection results.

Pros and Cons

Pros

The only thing done well, as it relates to Latitude, is the people at the support desk. They are amazing and work well with the tools they have. In my experience with Genesys, this is all that is done well.

Cons

Everywhere. You do not have one Latitude customer that is satisfied with the level of service received from Genesys. We thought Interactive Intelligence was bad. Genesys has taken it down to a lower level.
Genesys needs to commit to either selling Latitude to a company that wants to provide the upgrades and support it needs, or update its level of support on the product. The product is dying thanks to the negligence from Interactive Intelligence and Genesys.

Likelihood to Recommend

I am 14 years on Latitude. Until recently, I would not use any other collection platform. Now, I would not take it for free. Since the platform was sold to Interactive Intelligence, and then Genesys, the Latitude users have been ever more made to feel like we are unwanted. Something needs to be done here.

Comments

Please log in to join the conversation

Lara Booth
(Vendor Representative) commented 7 years ago
Hi Robert. Thanks for sharing your insight and feedback. I'm sorry to hear you've been experiencing issues. I'll ask someone on our team to reach out directly to you to see what can be done to improve the situation. Regards Lara Booth, Customer Marketing
Jeff Calnan
commented 5 years ago
Hi Bob - Thank you for your candor from two years ago. I wanted to follow-up to let you know that things have changed a lot with Latitude not only in our responsiveness to our clients, but also in product strategy and capabilities. Our focus continues to be a commitment to our customer's success. I'd be glad to chat with you to fill you in, just send me a note at jeff.calnan@genesys.com . Thank you, Jeff Calnan Customer Success Manager - Latitude by Genesys

Used to be good. Now not so much. Guess you do not want your customers.