Happy customer
April 02, 2019
Happy customer
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Engage (formerly PureEngage)
The Genesys PureConnect is used across the whole organization by 6 different departments, each with a specific call flow and particular services. Also the traffic volume is relatively low compared to usual contact centers. Customer and employee experience improvement and quality assessment needs were the main driver for implementation and adoption of this product.
- User-friendly interface organized to naturally cover all of the most frequently needed and used cases.
- Well designed self-service management.
- RDS access to client apps (TSRA).
- Management of access rights (bulk option missing).
- No option to export all configuration data in human readable form.