10 years of experience with Genesys PureEngage at a glance
November 27, 2018
10 years of experience with Genesys PureEngage at a glance
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureEngage
Genesys Engage is used as a primary omni-channel contact center solution, to engage customers in inbound and outbound conversations through the voice channel, as well as a variety of digital channels. Thanks to Genesys Engage, we can consistently engage customers no matter what channel they use and have a 360 degree view on the customer journey. Finally, Genesys develops with the market so that we can rely on them to provide a customer engagement solution for new digital media channels that show up on a regular basis.
- Omni-channel architecture, one platform for voice and digital channels.
- Scalable, enterprise-grade quality.
- Excellent Professional Services.
- Future proof: always trying to stay a step ahead of market trends.
- On-premise products slow to adopt cloud infrastructure (hybrid / public cloud).
- Missing configuration management / DevOps strategy for on-premise solutions. External tools (like InProd) are required to fit the gap of configuration management between dev/test/prod environments, and for configuration audit.
This is not really a fair comparison. Collab is a solution for small and medium business that totally failed in a large enterprise. It did not scale enough and the software quality was insufficient.
- Assynchronous messaging: Apple Business Chat, WhatsApp
- Move from on-premise to cloud