Our Journey with Genesys PureEngage
November 02, 2018
Our Journey with Genesys PureEngage
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureEngage
Genesys Engage is being used globally across our whole organization. The key business problem was the challenge of following the entire customer journey from entry to transfer to exit, and with Genesys Engage, we are able to do so globally. Our legacy ecosystem consisted of many isolated ACD's, and this finally gives us one, global view.
- Genesys Engage team does a great job partnering with us on identifying the highest value services we need to run our business.
- The Customer CARE team started weak but has really committed to improvement and are now staffed to ensure the right level of insights and telemetry are on the platform to alert us of any issues.
- Overall commitment to our company has continued to grow. They demonstrate this by placing on-site resources and meeting with us regularly to continuously improve their delivery model.
- They started very weak with regards to their NOC capabilities on our PureEngage platform. Insights were weak, and their auto detection of incidents was so weak that we often knew of problems before they did.
- There is some missing functionality on their cloud platform compared to their legacy product. We have about 40 feature requests in the pipeline, all of which are needed.
- The NOC needs to be fortified, but I believe they are doing so and also have a dedicated team of CARE professionals that are helping with the monitoring of the SaaS solution.
I have not used any other products that are similar to Genesys Engage, so I do not have any reference points.
- We will be using Genesys Engage for our internal support as well.
- We would like to fold in some speech to text and other analytics and transcription services.
- I would like to see them move to Azure ASAP.