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ININ: Genesys review of CIC
July 27, 2019

ININ: Genesys review of CIC

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Engage (formerly PureEngage)

Used by our customer call center all over North America by the electronic tracking center, custom brokerage, train Reporting, dimensional load, service delivery, CN police, help desk, and travel (future). The latter is considered "internal' users and there is the more traditional Call Center user, the first group of users are not using the call center as it was meant to be used, they act more like account managers rather than Call center agents.
  • Call handling
  • Call flows
  • Processing
  • Email
  • GUI
  • Data storage
As mentioned: at CN we are email "heavy" and the application is compared to other e-mail software, and this is where it falls short. But, as a call center environment, it is "top-notch". The call volumes are low and the e-mail transactions are high and once e-mails are in, they need to be retrieved for future use with customers. This is also a weak point, the tracker, it has a limited amount of files that agents can search by.

Genesys PureConnect (discontinued) Feature Ratings

8.0
Agent dashboard
9
Validate callers
7
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
9
Interactive voice response
9
Call scripts
10
Call tracking
5
Multichannel integration
5
7.3
Recording
10
Quality management
10
Call analytics
9
Historical reporting
5
Live reporting
5
Customer interaction analytics
5
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Engage (formerly PureEngage)