Satisfied Customer
Updated November 04, 2017

Satisfied Customer

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

Overall Satisfaction with Genesys PureEngage

It's used as the customer interaction platform across the company (3 core countries).
  • Blending of interaction types
  • Efficient workload handling
  • Robust system
  • Reporting can still be made more easy
  • Enablement of new channels
  • Faster implementation of add-ons
More flexible. Easier to configure. Better to expand with new functionalities, and better support and after care.
  • Whatsapp
  • Additional labels to rollout to
Well suited to large organizations with scattered customer contact and even centralized organizations. Multiple channels and multiple locations.

Using Genesys PureEngage

2500 - Customer service reps
10 - Experienced Genesys consultants and some generic functional staff
  • Interaction routing
  • Workforce planning
  • Customer Engagement
Acceptance is high. Knowledge is now there.

Evaluating Genesys PureEngage and Competitors

Yes - Avaya and
Rockwell
  • Product Usability
  • Prior Experience with the Product
We had Genesys in use in one country. Their organizational maturity was much higher than in the other 2 countries, mainly because of the available Genesys functionality.
More site visits to other users.

Genesys PureEngage Implementation

Too many I guess.
  • Professional services company
TeliaSinera
Yes - Additional channels over time
Change management was a big part of the implementation and was well-handled - Focus on organizational change and not on technical implementation
  • Platform stability (server park)
  • Network stability
  • Organizational readiness

Genesys PureEngage Training

  • Online training
  • In-person training
Good training, but on limited locations. You can almost only follow trainings in europ in the UK and in Germany. Uk location is relatively difficult to get to and on a exppensive location. The content of the training is good, supplied training material is okay, but sometimes a bit outdated. When you follow a training it is most likely because of a recent purchase which is uasually the latest version.
Interesting webinars on relevant topic are being provided regularly. Th e webinars a often provided by Genesys and hosted by a very experienced product owner. In many occasions a customer is invited to share his / her experiences and best practices. Webinars can be watched at a later time for your convenience.
Interesting question: Compared to other products like Avaya the Genesys Engage product is far more straightforward and easy to learn without complex trainings.This saves the user a lot of time. Waiting is not required to get started and to start using the product. A good set of background documentation is also available online for customers.

Genesys PureEngage Support

Support is really doing its best and focused on resolving the issue.
ProsCons
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
No - We have an SLA with a system integrator
Yes - Yes. Quite a lot of suggested features have also been adopted by Genesys.
We ran into a rather complex routing request from the business. Genesys prioided very skilled consultancy to help analyze and discover a solution.

Using Genesys PureEngage

Because ot is
ProsCons
Like to use
Relatively simple
Easy to use
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
Requires technical support
  • Configuration
  • Desktop customization
  • Adding new channels