Genesys - strongly advice
Updated October 17, 2018
Genesys - strongly advice
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureEngage
We are using Genesys Engage solutions in all parts of our organization (contact center, branches, complaint management teams, collection teams, support teams etc). All customer interactions (inbound or outbound) via voice and chat are processed on this solution.
- As an all in one solution, the whole parts of Genesys Engage solutions work together excellent. They also very good integrastion with third-party products.
- Reporting of all components is well structured and well designed. Also management of dashboards/applications is very easy.
- Installing, managing, and troubleshooting of environment is easy.
- Genesys PueEngare solutions have to come with video-chat ability. Of course, some good third-party solutions can be implemented but we [think] that this part should be a Genesys product.
- The web version of Genesys Agent Desktop or a toolbar with the same functionality should be developed. Nearly all enterprise applications are developed as a web application.
- Genesys App Automation Platform (GAAP) solution have to support native mobile SDKs, both IOS and Android platforms.
Genesys is leader and visionary company in Contact Center solution. Genesys Engage is the best solution among the alternatives. Some of the reasons why we selected are; hardware independent platform, well structured architecture, easly integrate with 3rd part solutions, have great product portfolio.
- Virtual IVR
- ChatBot
- Social Media Engagement
Using Genesys PureEngage
3500 -
Contact Center (ivr, inbound, outbound, webchat)
Branches (ivr, sales teams and customer representatives)
Collection (inbound, outbound)
Private banking
Support teams (help desk, pos & atm support etc.)
10 -
Voice Management Team (deployment, management and monitoring)
Contact Center Software Development Team (integrating banking applications with CTI, IVR development)
- Contact Center & Branch engagement
- Speech integrations
- Visual IVR
Evaluating Genesys PureEngage and Competitors
- Price
- Product Features
- Product Usability
- Prior Experience with the Product
- Analyst Reports
- Third-party Reviews
I think that Product Features and price are most important criterias for selection. Genesys gives many good product portfolio in a reasonable prise.
Our desicion will be the same with prior one.
Genesys PureEngage Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Kept well informed Immediate help available Support understands my problem Support cares about my success Quick Initial Response | Problems left unsolved |
Actually we dont need an exceptional support up to now. But I'm sure that when we need such a support Genesys will give as its supposed to be.