Genesys PureEngage way to go.
Updated December 12, 2018
Genesys PureEngage way to go.
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureEngage
With increasing customer expectations, our company knew they needed to address several specific business challenges impacting their customer experience and business efficiency. Our company turned to the Genesys Engage™ Platform to amalgamate their contact centers onto a single vendor, and implemented inbound voice, outbound voice, analytics and the omnichannel desktop. With these solutions in place, our company can now blend inbound calls with back-office work to improve agent efficiency. Genesys is providing us with the ability to build that omnichannel customer experience that we had in mind for our customers. It’s giving us the opportunity to share the same language with all channels that we are deploying throughout the organization.
- Only one platform to answer clients needs through an omnicanal approach.
- Helping us to be able to blend inbound calls with back-office work to improve agent efficiency.
- Making possible and easier to improve the whole customer experience.
- Workspace Web Edition Agent Desktop on Eservices support.
The flexibility of Genesys Engage was a prevalent point in the Genesys solution choice vs other vendor like Avaya. The expertise and customer service of the Genesys team teamed with interconnector was another prevalent point.
- Eservices (SMS, Email, Click to Call) are actully on their way for deployment.
- Virtual hold and co-browse are partially deployed.