A short story from a Genesys user
Updated October 30, 2018

A short story from a Genesys user

Anonymous | TrustRadius Reviewer
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.
  • Additional channels with AI
  • AI/machine learning capabilities with Kate
  • More integrations with our systems

For us Genesys Engage is very helpful in management customer contacts across multiple channels directing the client to the correct agent according to the desired solicitation. We improved the client journey with Genesys and we can see that in our NPS survey results.

We still not use Genesys WFM because we need an interval of 10 minutes. We are waiting a new realese with this interval.

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.
Because Genesys Engage helps the company to reduce costs, improve sells, give to contact center more operation controls. Genesys invest a lot of money and effort every year to give the best way to their clients to improve the business and CX.
Cisco Unified Communications Manager (Call Manager), Avaya, Microsoft Power BI

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

Was difficult but very rewarding to see the final result.
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
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
Because I learned a lot with the training. Was very helpful.
Its not easy to learn without training, I recommend to do the Genesys University.

Configuring Genesys PureEngage

just right for this type of product
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

Sometimes I wait a long to have a solution and sometimes I need to explain the problem more then one time.
ProsCons
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.

Using Genesys PureEngage

The native interfaces are very simple to use, you might have problems with you decide to customize the interfaces.
ProsCons
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

Genesys PureEngage Reliability

Some modules you can scale easily and others not
Sometimes we have problems with unexpected restarts that cause impacts in the contact center operations
works as expected

Integrating Genesys PureEngage

Because its not easy to integrate, you need to work very hard and you certainly will find problems.
  • 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.
  • API (e.g. SOAP or REST)
  • ETL tools
no
Do that with specialized professionals .

Relationship with Genesys

We have a good relationship and support.
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