Satisfied Customer
Updated November 04, 2017
Satisfied Customer
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
Using Genesys PureEngage
2500 - Customer service reps
10 - Experienced Genesys consultants and some generic functional staff
- Interaction routing
- Workforce planning
- Customer Engagement
Evaluating Genesys PureEngage and Competitors
Yes - Avaya and
Rockwell
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
- 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
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
Pros | Cons |
---|---|
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
Pros | Cons |
---|---|
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
Yes, but I don't use it