PureEngage Review
July 27, 2018
PureEngage Review
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureEngage
Genesys Engage, is used by all our Customer Service Departments, Contact Center, Outbound Campaigns and Customer Management.
- Routing
- OmniChannel Desktop
- Reporting
- Technical documentation for the solution
- Workforce management
We select Genesys Engage because it's easier to develop complex routing scenarios.
Genesys Framework delivers a huge number of solutions (complex routing, omnichannel desktop, outbound, real time reporting, interactive insights) to our departments
- AI
- Chat and Voice Bots
- BackOffice Task Management
- Workforce Management
Using Genesys PureEngage
330 - Sales, Marketing, Customer Service, Client Management
4 - We have two people with functional and design skills to develop and support routing and reporting solutions, and two other people to support all Genesys infrastructure
- Routing client interactions
- Manage outbound contacts
- Generate reporting
Evaluating Genesys PureEngage and Competitors
- Product Features
- Product Reputation
- Analyst Reports
- Third-party Reviews
Genesys PureEngage Implementation
- Third-party professional services
XSeed
Change management was minimal - We should had a major task to business process change
Genesys PureEngage Support
| Pros | Cons |
|---|---|
Good followup Knowledgeable team Problems get solved Kept well informed Immediate help available Quick Initial Response | None |
Using Genesys PureEngage
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Feel confident using | None |
- Agent Desktop
- Real Time Reporting
- Routing
- Configurations
- Technical Documentation