Genesys PureEngage: a great tool for delivering great Customer Service
Roberto Cardenas | TrustRadius Reviewer
October 22, 2018

Genesys PureEngage: a great tool for delivering great Customer Service

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys PureEngage

We use Genesys PureEngage in our contact centers which are the first point of contact to the customer. We have been using Genesys since the year 2000.

Genesys helps us to deliver customer care including customer retention, collections, claim follow-up, general inquiries; also we use the platform to perform telemarketing direct sales for a variety of products.
  • How the different communication channels converge on the agent desktop (Workspace Desktop.) It's very intuitive and helps the CSR to have a context of all the interactions that the customers had, no matter which channel they like to use.
  • The robustness of the platform is great, we had almost no downtime; this helps us to always be able to serve our customers.
  • The openness of the platform. You can integrate it with a broad range of third party products and internal systems we have in place. This helps us to have the right data, giving our CSRs the tools they need to perform their jobs easily.
  • Provide more examples of integration with the WDE, also in the Developer training there is only one chapter to customize WDE. This could help to improve the integration time.
  • The cost of the platform could be improved.
  • The reporting for the eServices platform (email, chat, social media) could be better; it would be great to have easier integration with business data.
When we started to use Genesys it helped us to be more efficient in the Telemarketing and Customer Service departments focused on outbound calls, which allowed the CSR to contact more customers and reduce the call time. This translates into additional revenue and cost reduction.

When we integrated the eServices module, it helped us to improve the omnichannel approach and deliver better service in less time.

The CSRs are more focused on their goals because they have real-time metrics in their agent desktop, which helps the company reach the Customer Service and sales goals.
For several years Genesys has been a leader in the Customer Service industry, always looking for new ways to deliver better Customer Service. It is an innovative company with an openness to build a lot of partnerships with the main players in Customer Service Technology and Customer service professionals. The platform they have built over the years is very robust and integrated.
  • We will use the social engagement platform in the near future
  • We are reviewing the option to use a WhatsApp channel when available
  • Another product we'd like to add is the Interaction Analytics platform
I think that Genesys PureEngage is better used by organizations who are customer-centric and have multiple communication channels to serve the customers, or for companies that are regulated by the Government (e.g. financial institutions,) or ones that need a platform that is very secure, where the availability of their systems is a concern.