one of the best contact center solutions in the market
November 27, 2018
one of the best contact center solutions in the market
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureEngage
This product is used as an omni-channel engagement platform to engage with customers and provide them with great customer experience pre-sales and post sales life cycle of the products/services that we offer in the market place. It is a good solution that we have customized a bit to suit the kind of experience that we will want our customers to have when they call in or contact via social media with a query or issue.
- Provides a good call center experience to engage with customers, prospects.
- Can be customized to our environment.
- user training is available and is done well.
- Better support for the platform as such from the vendor since they seem to have limited experts in the field.
- Also when doing upgrades to the solution, please be aware of all the inter-linkages and ensure the impact of upgrade on the inter-linkages as we have found that at times links get broken.
It stacks up really well vis-a-vis the competition and the main advantage of this solution is its ability to support omni-channel. The solution is also available as either a cloud based on on-premises and hence the customer has the ability to choose the one that want to go with based on their comfort level. Vendor also listens to customer feed back and makes improvements to the product.
- Planning to integrate our internal learning system to Genesys.
- Working towards taking data from Genesys and doing machine learning for some predictive analysis.