one of the best contact center solutions in the market
Shiv Shivakumar | TrustRadius Reviewer
November 27, 2018

one of the best contact center solutions in the market

Score 9 out of 10
Vetted Review
Verified User
Review Source

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.
We have been able to improve customer experience and improve the net promoter score after implementation of this product. As mentioned earlier, it is a customizable solution and tweaks can be made to suit the industry/environment of the organization, The vendor also provides good initial support to on board. The solution is also a leader in the market place with constant improvements being made.
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.
We wanted a versatile solution that could either be deployed in the cloud at a later stage as we started with om-prem initially and pure engage allowed us this flexibility. This along with the great pre-sales and on boarding support promised by the vendor made us very comfortable to ago ahead with the solution after doing proof of concept testing.
  • Planning to integrate our internal learning system to Genesys.
  • Working towards taking data from Genesys and doing machine learning for some predictive analysis.
Very well suited for customer engagement and providing a comprehensive customer experience across multiple channels. Call center agents seem to get used to this solution very fast. It is user friendly.

Genesys Engage Feature Ratings

Agent dashboard
9
Validate callers
9
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
9
Predictive dialing
9
Interactive voice response
10
REST APIs
8
Call scripts
9
Call tracking
10
Multichannel integration
10
CRM software integration
10
Inbound call routing
9
Omnichannel inbound routing
9
Recording
9
Quality management
9
Call analytics
9
Historical reporting
9
Live reporting
8
Customer surveys
10
Customer interaction analytics
10