Genesys PureEngage great solution from a great team
Raúl Cascallana Nistal | TrustRadius Reviewer
October 19, 2018

Genesys PureEngage great solution from a great team

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys PureEngage

We use Genesys PureEngage for almost all Spain organization for our contact server.
We have constant requests to improve and shorten the average operating times. The process to develop and promote to production environment strategies and subroutines is long and cannot be automated.
  • There are a lot of solutions and applications than can be used for the business.
  • It's very customizable.
  • There are constant reviews, updates, and hotfixes.
  • There should be more practical examples about how to use functionalities.
  • It's difficult to know how many licenses are we using.
  • Processes of learning, implementing, controlling and managing features are expensive.
We have improved customer experience, identifying them and offering them better personalized attention.
Customers have more contact channels.
Agents' utilization has improved, and so has our AHT and FCR.
Genesys has more functionalities that can be applied in our organization. The possibilities it offers are immense.
Routing strategies and subroutines can be very complex.
Genesys PureEngage offer a lot of functionalities.
The team of Genesys is integrated by great professionals and they have an extensive experience in the sector.
We selected Genesys to use in our organization for some factors:
  • It's a market leadership.
  • It offers more functionalities, options, or more tested and developed functionalities than competitors
  • Genesys is always innovating.
  • Great professional team.
  • We're doing a proof of concept of GVP functionality next year
  • We are studying incorporating Genesys PureEngage into the cloud on Amazon Web Services
  • We must improve integrations with our applications to improve customer experience.
Genesys PureEngage is focused on medium and large contact centers. You can use CIM Platform, outbound campaigns, media channels, GVPs. For small call centers, a deep study should be done to implement a Genesys PureEngage scenario because of the complexity and costs.