Review of Genesys Solution
December 22, 2018
Review of Genesys Solution
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Engage (formerly PureEngage)
Genesys PureConnect is the system used across all of our multi-channel contact center operations: Customer Service - Workforce Management - Quality Assurance - Reporting/Analytics & Forecasting - Telephony Platform.
It helps streamline the operations of the contact center.
It helps streamline the operations of the contact center.
- Great Telephony Solution (Call Flows, Email Flows, and user phone management) -- Flexible, easy to use/administer, and effective.
- Intra-Day Monitoring & Reporting -- Strong Intra-Day Monitoring and Reporting Capabilities which allow the contact center leaders to have visibility through a wide range of live views and historical reports.
- Good Admin solutions for User Management to update agent profiles and workgroup settings.
- Need to include more out of the box options instead of selling "Custom Dev" for things that the company obviously developed for other clients several times in the past.
- Genesys Support needs to have better communication/coordination between their internal teams.