Mixed Bag
February 08, 2019
Mixed Bag
Score 6 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Engage (formerly PureEngage)
Genesys PureConnect is currently being used by multiple departments within the organization after starting out with one department. The platform addresses the need for our organization to be able to communicate will with our customers with our given organizational structure which includes multiple sites in multiple countries as well as a contingent of home based customer service representatives.
- Flexible options with call routing
- Stability (very few system outages)
- Allows optimized use of available resources in a multi-skill environment
- Real time performance management system is excellent
- Historical performance reporting
- When there are outages (which are rare) complexity of the system tends to require significant investigation to determine the root cause and provide a fix
- Too many options for frontline customer service representatives using the tool which has lead to increased handling time per transaction