Review: "Genesys PureEngage Experience is Service Made Easy"https://www.trustradius.com/contact-centerGenesys PureEngageUnspecified7.4501012018-05-25T20:24:02.206Z
Overall Satisfaction with Genesys PureEngage
Genesys PureEngage is being used by the majority of the organization to deliver omnichannel experience to TELUS customers.
- Interaction Routing capabilities is second to none
- Open flexible integration available APIs
- Support department is stellar
- Better documentation
- Conversation Manager product should have ready to use solution blueprints segmented by verticals for ease of implementation
- Historical analytic products could be improved and refreshed
- Better support for open source products if used as part of a product offering. IE Elasticsearch, Cassandra etc.
We've seen a higher NPS as a result of introducing multichannel capabilities to our customers. We were also able to reduce the number of calls to the contact center and divert them to less costly channels such as chat and SMS reducing our overall opex cost to the contact center.
Genesys has always proven to be a leader in the magic quadrant year in year out which speaks to the leadership's ability to drive the company to be constant innovators. As an organization from top to bottom, they have been very easy to deal with. Personnel from Genesys are always working and viewing us as partners as opposed to just customers and that goes to show how they're supportive of our organization to be successful.
- AI bot to assist both customer and employee interactions
- Genesys Hub to manage popular channels such as Whatsapp and WeChat
- Predictive Routing capabilities
Using Genesys PureEngage
5000 - We're using Genesys PureEngage to handle voice inbound / outbound and multimedia interactions to support customers with their account management and technical support inquiries.