Item: Genesys Multicloud CX (discontinued)
Rating: 8
Author: Verified User

Overall Satisfaction with Genesys PureEngage

Use Cases and Deployment Scope

We are Genesys partners and we sale, deploy and support Genesys Engage solutions for our clients

Pros and Cons

Pros

The reporting with Infomart is very accurate, configurable, and can provide a lot of information.
It's very modular, and you can adapt it to the customer needs.
Genesys support is very good!

Cons

In some cases the doccumentation should be better (when new versions of some components are released for example)

Future Planned Uses

Maybe using big data solutions in routing could improve the user experience (routing the interactions to the best agent according to the client information obtained with big data)

Likelihood to Recommend

Genesys Engage is the best solution for a call center (it's very modular, configurable, stable, etc), but licenses are expensive, and in some cases, it's not ideal for small companies.

Comments

Please log in to join the conversation

The best solution for a call center