Robust product
August 27, 2018

Robust product

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys PureEngage

Genesys Engage is being used to mange our customer interactions across our Chat and voice Contact centre channels. It is deployed across multiple locations on and offshore. We also use Workforce management to mange approximately 1,000 staff. We use the Genesys Chat widget to interact with customers and it links into our separate VA. UCS is used for chat, email and social.
  • End to end view of customer interaction through chat and voice. One stop shop for consolidated view of consumer interactions - chat, voice and email.
  • Good soft pop capability to present relevant information for agents
  • Licensing construct needs to move from perpetual and media based licensing to blended agent approach to allow fexibility
  • Linkage with our Chatbots and real time voice analytics
  • Integration with the self service digital channels
Suitable in large contact centres where there are multiple channels of engagement with the customer and 1 view is required