Genesys PureEngage - The future of CX with your organization!
October 26, 2017
Genesys PureEngage - The future of CX with your organization!
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureEngage
Genesys Engage is used for our Contact Center Operations currently. This solution has helped us automate seamlessly through the Omni channel offering. We used to have a Call Center set-up where only calls were handled by an ACD. Now we have the ACD, IVR read-write, QMS, email, web chat, web collaboration, CTI, unified reports. We have also integrated Genesys Engage with our CRM. Since implementation less than 2 months ago, we have seen a positive improvement in our team's productivity and the effective handling of our valued customers.
- Omnichannel according to me is the greatest strength of Genesys Engage. All components are Genesys components, allowing for seamless unified & customized reporting and a great customer experience.
- Genesys is an open system, therefore, can integrate with various aspects of our business. For instance, we have completely integrated Genesys with our existing CRM solution.
- The ease of managing the day to day operation, dashboard customization, etc, are a value add.
- Honestly, since we are a new implementation, we have not yet encountered any cons.
- Avaya Aura Call Center Elite, alcatel-lucent call center office and Vocalcom
In a study spanning about 2 years, I have been through the mentioned systems, one of which we had already implemented in our call center. When going through detailed workshops on the features, the modules, administration, UI, etc., we narrowed down the options to Avaya and Genesys. Our final choice was Genesys Engage, as the products were all Genesys products (as against OEM). Seamless interaction and customer experience. Out of Box unified reporting, along with customized reporting.
- Mobile Engagement
- Chatbots
- Widgets
- Gamification
- Additional user licenses