Genesys PureEngage Review
Overall Satisfaction with Genesys PureEngage
Genesys Engage is used to provide a centralized work routing and reporting environment for various different media. Be it inbound voice, outbound dialer, email, SMS, and other media, the platform provides a singular view of the agent, their work, and the time they spent on the various aspects of their daily interaction handling.
Pros
- A unified platform for all media interaction routing and reporting.
- Nearly endless options to configure and customize the applications, user experience, and customer experience.
- Frequent upgrades and enhancements being released.
Cons
- A large number of features and options can be complex. The applications could benefit from a starting standard set where settings are designed to a "gold" standard and then changes away from that standard would only get done if there is a reason to do so.
- The sample Routing strategies and IVR application designs that come with the application gives an idea of what can be done, but they aren't a starting point for a "gold" standard design. Having the application come with a full set up starting routing strategy and IVR design would go a long way to helping organizations to start using the applications faster.
- Application logging and the large number of different applications all logging can make isolating issues very challenging.
Systems like Avaya, Cisco, and Aspect are geared towards their hardware. When I was looking at those solutions, I like how the hardware and software integration worked, but I didn't like how we'd be locked to a single hardware plus software vendor. The other vendors bring a lot more pre-configuration making setting them up faster, but that comes with less flexibility which is where Genesys excels.
- AI and machine learning are great opportunities for those who can do it effectively.
- Dynamic response to a changing environment and intelligence in having the system respond to me is the future of where systems like Genesys Engage need to move to.
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