Good product. Bad partners
Soraya Granda Segovia | TrustRadius Reviewer
November 12, 2018

Good product. Bad partners

Score 7 out of 10
Vetted Review
Verified User
Review Source

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
It has improved the performance of the agents. A higher percentage of contacts is made, which has allowed us to increase the recoveries we made. It has also allowed us not to lose calls since we can call back the clients, who in the first instance could not attend. It has also allowed us to improve the strategies since we have more information in real time.

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.

Reputation of the company, leadership in the sector, prior knowledge of technology, quality of reporting tools.currently, we are considering our decision. The partners are so bad that no matter how good the product is, it does not give the expected service. Being a market leader and leaving the implantation in the hands of anyone, I do not think it is a good operation.

  • Recording
  • IVR
  • Multichannel
  • Integration with our CRM
I think Genesys Engage is not appropriate for small contact centers. Genesys Engage has not been able to adapt to small contact centers because their prices are not proportional. It seems on occasion that if the platform is less than 500 agents it is ignored. For large contact centers with recording and outbound needs, I would recommend it.

Genesys Engage Feature Ratings

Agent dashboard
Validate callers
Outbound response
Call forwarding
Click-to-call (CTC)
Warm transfer
Predictive dialing
Call scripts
Call tracking
Inbound call routing
Quality management
Call analytics
Historical reporting
Live reporting
Customer surveys
Customer interaction analytics