Used to be good. Now not so much. Guess you do not want your customers.
October 17, 2018
Used to be good. Now not so much. Guess you do not want your customers.
Score 1 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Engage (formerly PureEngage)
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.
- 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.
- 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.