Genesys plus low code equals happy agents and customers
August 06, 2019

Genesys plus low code equals happy agents and customers

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Reseller

Overall Satisfaction with Genesys Engage (formerly PureEngage)

Our organization integrates within PureConnect to produce all the data and a case management solution for the caller. Integration between the platforms allows our solution to pull up the caller's account information and present a summary of that caller's account and interaction with the organization. From there we can create a case that is contextual.

Pros

  • Manage inbound calls.
  • Record metrics.
  • Integrate with solutions.

Cons

  • User interface is old
  • Performance
  • Unintuitive
Call centers where customer service is done are well suited.

Genesys PureConnect (discontinued) Feature Ratings

8.6
Agent dashboard
7
Validate callers
9
Warm transfer
8
Interactive voice response
9
REST APIs
10
Call tracking
9
Multichannel integration
9
CRM software integration
8
9.0
Inbound call routing
9
Omnichannel inbound routing
9
Recording
9
Quality management
9
Call analytics
9
Historical reporting
9
Live reporting
9
Customer surveys
9
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Engage (formerly PureEngage)

Comments

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