A short story from a Genesys user
Updated October 30, 2018
A short story from a Genesys user
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureEngage
Genesys Engage is being used by Contact Center to support our clients to get the best way to solve their problems or questions about our products. With Genesys, we improve the internal operations controls and reduce operational costs. Our staff areas uses Genesys Engage too, they need to make fast decisions and Genesys online reports helps them very much.
- Routing - deliver the client interaction to the right attendant.
- Proactive - call to clients and transfer them to an intelligent IVR that can solve problems and offer new products.
- IVR - provides personalized experiences with our CRM integration.
- we were able to organize and prioritize the back office tasks and obtain reliable metrics through the use of IWD.
- WFM with intervals of 10 minutes
- We really liked to use Kate but is very difficult to use new Genesys products in Brazil because our Genesys partner doesn't have to know how to implement it. With Genesys Brazil support I hope that we can implement it.
- I, as a Genesys client, would like to get access to Genesys Care portal.
- Avaya and Cisco AS5800 Series
We chose Genesys Engage because the tool has an easy administration and provide an unified view of our operations.
With Genesys Engage we are able to orchestrate our differents channels in a very simple way delivering the interaction to right agent.
With Genesys Engage we are able to orchestrate our differents channels in a very simple way delivering the interaction to right agent.
- Additional channels with AI
- AI/machine learning capabilities with Kate
- More integrations with our systems
Using Genesys PureEngage
3000 - Contact center operations, like digital, chat , e-mail, voice, IVR to identify the clients and offer the better way to solve their questions, Outbound to improve sells, back office, staff areas, MIS to generate reports, IT to improve custumer experience with new features, business to make decissions.
12 - Software engineer with skills in IWD, IVR, Dialler, CCPulse, Interactive Insights, WDE, WFM, Java, .net, route, t-server, SCI, OCS, WDE Supervisor, IWD Manager,
- Improve sells with outbound
- Reduces TMA with intelligent routing
- Improved customer experience with auto-service IVR
- Improved the clients satisfaction. We can saw that in NPS survey.
Evaluating Genesys PureEngage and Competitors
Yes - We replaced Avaya G3R and a internal CTI solution. We decided to do that because we needed to improve our results very fast an we didnt have a team to do that in the correct time, so with Genesys we can do that.
- Product Features
- Product Usability
- Product Reputation
- Third-party Reviews
The features and the easy way to use them.
I probably dont change.
Genesys PureEngage Implementation
- Implemented in-house
Yes - phase 0 - IVR
phase 1 - voice integration with CRM platform
phase 2 - outbound
phase 3 - chat and e-mail
phase 4 - softphone as backup
phase 1 - voice integration with CRM platform
phase 2 - outbound
phase 3 - chat and e-mail
phase 4 - softphone as backup
Change management was a big part of the implementation and was well-handled - We had to make a lot of meetings with the key users to explain how the process it works with a new platform and show to operators the gains that a new tool gives to te company. These issues was made after the beggining of the project and We needed to do I little earlier.
- Know how to make the implementation
- internal alignment
- user engagement
Genesys PureEngage Training
- In-person training
Its not easy to learn without training, I recommend to do the Genesys University.
Configuring Genesys PureEngage
Have a well-defined permission tree
Yes - we have customized the interface extensively - Yes, we use the CRM interface. At the beginning we had a lot of problems and now works very well. We need to work hard to solve the problems.
Yes - we have added extensive custom code - Yes, we had to added the CRM codes to work together Genesys
Genesys PureEngage Support
Pros | Cons |
---|---|
Knowledgeable team Problems get solved Support cares about my success | Escalation required Need to explain problems multiple times |
Yes - Yes, in the past I report a bug in AIL but Genesys don't care about it.
unfortunately not.
Using Genesys PureEngage
Pros | Cons |
---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Convenient Feel confident using Familiar | None |
- Reports
- WDE
- IWD
- IVR
- Outbound
- Integration with SDK
- T-servers
- new reports on Hyperion
Yes, but I don't use it
Genesys PureEngage Reliability
Integrating Genesys PureEngage
- CRM PLusoft
All interfaces of attendant are in our CRM integrated with Genesys by SDK. We had problems with interactions, places status and agent status. Genesys support help us to solve this problems.
- not now
- API (e.g. SOAP or REST)
- ETL tools
no
Do that with specialized professionals .
Relationship with Genesys
Price, support and allocation
Upgrading Genesys PureEngage
Yes - Yes, we have using the new version of Genesys Engage. We had some problems to update the version and process lasted almost one year to finish.
- new features
- environment more reliable
- new version of real time reports
- AI, chat bot
- interfaces for final user (client and operator)
- AI with voice