Overall Satisfaction with Genesys PureEngage
We use Genesys PureEngage for our customers to easily integrate their current backoffice systems with their customer contact center.
In the beginning it was a steep learning curve which caused a slow start. After this slow start the efficiency was going up and customer contact was more effective. NPS improved greatly.
The Genesys brand is widely know for it's professional and mature applications. They are a leader on contact center solutions and therefore the most logical choice when choosing a contact center solution. Although PureEngage is actually an on-premise application it can easily be adopted as a cloud or hybrid solution which made it attractive.
- Expanding to other channels and handle them in the same way.
- Integrate with knowledge center