Genesys heavy user feedback
August 27, 2018
Genesys heavy user feedback
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureEngage
We use Genesys Engage as a core routing platform to manage all our customer interactions including voice, email, web and mobile solicitations.
- It aggregates all the medias and provides a uniform interaction platform
- It easily integrates with third-party solutions and homemade applications to provide a seamless experience to users
- It is a very robust solution
- It is very good at providing tailor made solutions matching complex business needs. If you leverage its sdks and the Composer development platform, almost nothing is impossible. You are never stuck with a closed and limited solution.
- Applications should be migrated to micro services to facilitate day-to-day operations and improve performances and scalability.
- Some interfaces should be refreshed (wfm for instance) and even recently renewed ones could be more user friendly
- Pricing is high (it really is a premium product), some capabilities are optional and should be included in the core packages as they are key to take the most of the platform (especially the sdks and infomart)
- We will definitely continue to integrate Genesys Engage more deeply with our business applications
- We will look at additional automation and especially AI capabilities