Genesys PE : Simply best
Updated April 01, 2022
Genesys PE : Simply best
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureEngage
Genesys PureEngage is used by our organization to support our in house contact center, which supports our customer using different channels like voice , chat , social media , email, etc.
It is used by our Marketing Dept. for outbound calling, the customer care department for handling inbound calls, and queries raised via social media.
We are now looking forward to integrating Voice assistance and chatbot functionality with Genesys .
It is used by our Marketing Dept. for outbound calling, the customer care department for handling inbound calls, and queries raised via social media.
We are now looking forward to integrating Voice assistance and chatbot functionality with Genesys .
- We have integrated our Mobile Banking App to Genesys using its GMS solution so customers can now see real time statistics / waiting time to reach the call center agents for their specific query
- We are now also working on Genesys Bot Gateway to integrate the chat bot application with Genesys, so agents can handle the chats that are not handled by chatbots. This can build an extra strong FAQ in our database
- WorkForce management and its use via Mobile banking App.
- Simplified call routing
Avaya Call management system :
- GI2
- GRS
- Intelligent Routing
Genesys Multicloud CX (discontinued) Feature Ratings
Using Genesys PureEngage
1500 - Call centre Agents , Supervisors , QM
11 - L1 Support : 6 Resources :
Who have basic Genesys knowledge and can help users with Low priority incidents based on FAQ
L2 Support : 4 Resources :
Who have Intermediate level of technical knowledge and supports meduim prio incidents
L3 Supoort : 3 Resources :
Who have Professional level knowledge on Genesys products and supports High and Crtitical level incidents and problems
Who have basic Genesys knowledge and can help users with Low priority incidents based on FAQ
L2 Support : 4 Resources :
Who have Intermediate level of technical knowledge and supports meduim prio incidents
L3 Supoort : 3 Resources :
Who have Professional level knowledge on Genesys products and supports High and Crtitical level incidents and problems
- Intergration of our Mobile App with our Contact centre plaftform using Genesys Mobile Engagement
- Integration of our CHAT BOT with live chat using Genesys BOT Gateway
- Integration of our Verint WFM using Genesys Gplus Adapter
- Cant Say
Evaluating Genesys PureEngage and Competitors
Yes - Avaya CM and NICE Perform
- Price
- Product Features
Price, features , market reviews and future need
Genesys PureEngage Implementation
- Implemented in-house
Change management was minimal
- Hardware and Operating system
- Existing Infra needs to be upgraded
Genesys PureEngage Training
- Self-taught
No....It was difficult as I really missed the LAB enviorement
Configuring Genesys PureEngage
Some - we have done small customizations to the interface
Genesys PureEngage Support
| Pros | Cons |
|---|---|
Kept well informed | Poor followup Less knowledgeable Problems left unsolved Escalation required Difficult to get immediate help Need to explain problems multiple times |
Yes - our Contact centre runs 24*7
Yes - The bug was fixed by provising a new release but it took a lot of time
Using Genesys PureEngage
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Well integrated Consistent Quick to learn Feel confident using | Requires technical support Lots to learn |
- User Interface
- Application version upgrade
- Third party intergration
- Export features like Agent details
- Troubleshootimng due log wrtining mechanism for some applications
Yes - Perfect and as we expect