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What is Genesys for us?
April 06, 2018

What is Genesys for us?

Zafer Guldur | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller

Overall Satisfaction with Genesys PureEngage

We are using Genesys Engage modules in inbound, outbound, IVR, chat, reporting, WFM, and SIP. I haven't seen any business problems.
  • The most important thing is the reliable framework.
  • Easy management. Well designed support portal of administration for IT.
  • Easy modules for business requirements. Business departments can do some of the business decisions on the system portal.
  • Genesys made continuous improvement and development of the modules.
  • Silent monitoring and whisper coaching support from CCpulse.
  • Automatic user import feature can be added, for example from human resources application. It would be nice if we could schedule it via Genesys admin.
  • Genesys Pulse can not show statistics instantly and configurable controls in CCPulse+ are not found in CCPulse (sending email, scripting, etc.). It can be added.
  • Entry-level training given in Turkey may be given advanced training.
Strong features and easy management.
  • We are planning to use Genesys chat feature in our all alternative distribution channels.
Inbound and outbound features are important for us. For our customers with disabilities, the video call center service (new service) is important for us.