Great Job with Genesys!
December 13, 2018
Great Job with Genesys!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureEngage
Genesys Engage is being used across the whole organization. The company separates into 3 main products the channel of communication for the customers and as well as internally. Mainly, the bigger channel is Voice, second is Chat and at the end Email. The biggest problem I experience on the QE is regarding the customization for the agent desktop. The company used to use our own desktop apps using Genesys SDK, and constantly we found issues with the libraries that impacted the voice operation mostly.
Pros
- The intelligent Routing is a very good product. This is part of the most important component across the company to support all the traffic of our interactions. This is able to manage cross Geo Routing and select the best agent available accordingly to the Biz rules.
- Realtime reporting is also another product that works very nice and with high standard of effectiveness and precision of the numbers reported. The way to you can access all this info make really easy to start working on numbers and take decisions in order to improve the service level.
Cons
- Customer desktop integration is some of the bigger issues we experience that affect that affect in a big escale mostly the voice channel. The integration with SDK products sometimes is difficult to identify issues on controlled environment. Then after find some issues the usual time to get it fixed is long.
- Actually the company is looking forward to integrate social media channels like Facebook and Twitter.
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