Genesys PureEngage Review

Use Cases and Deployment Scope

Genesys Engage is being used by the contact center. It made it more efficient to handle customer interactions.

Pros and Cons

The solution is flexible and powerful enough to satisfy users. Such as, applying complex business rules for routing.
IWS is customizable; each team (inbound, outbound, collection, etc.) uses a different version of IWS which is customized according to their needs.

Social engagement tool doesn't support all social media platforms like instagram, youtube, etc.

Alternatives Considered

Nortel and Avaya

We selected Genesys Engage because of the features mentioned in Pros section.

Future Planned Uses

Branch integration
AI; chatbot, call steering, etc.
Back office work item distribution

Likelihood to Recommend

For voice interactions, it is well suited.

Less appropriate;

* Dialer doesn't take into consideration inbound calls sent to outbound agents in predictive mode.

* Sentimental analysis doesn't support the Turkish language.

* Social engagement tool doesn't support all social media platforms like Instagram, youtube, etc.