Good product. Bad partners
November 12, 2018
Good product. Bad partners
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureEngage
Genesys is being used only by one department. It is being used by the recovery department but we want to expand the use to more departments. The recovery department calls all customers with outstanding debts and receives all calls from customers with billing problems. For us, the service is critical as it directly impacts the business's billing.
- Informart. We have some detailed reports with all the genesys of the information that happens on the platform.
- Outbound predictive. Although it was very complex to configure it, the times are very good allowing to minimize the free time of the agents
- Real-time monitoring with pulse.
- Partners. In spain there are a few partners of Genesys, and some of them despite being a "gold partner" give a very poor service.
- It's too expensive
- Support. The support of both partners and Genesys is not always correct
We thought it was the best technology to keep moving forward. We also understood that Genesys is the most specialized technology in contact centers. We considered other technologies such as Avaya and Cisco, as well as other lesser known ones in the market, but they did not give us confidence.
- Recording
- IVR
- Multichannel
- Integration with our CRM