Great Job with Genesys!
Daniel Lopez | TrustRadius Reviewer
December 13, 2018

Great Job with Genesys!

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys PureEngage

Genesys PureEngage 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.
  • 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.
  • 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.
The bigger impact to the customer experience is the idea to open different channel of communication not only for voice but to add eServices to the portfolio such as chat and email.
Then the customer that doesn't need or want to take some time over the phone, then could easily consider to drop and email and or chat with an real agent.
The strong ecosystem and the reputation for innovation are the most important factors the the customer took in order to decide to choose Genesys as a product to support the contact center. But also, the relationship between customer and Genesys is key in order to continue with the commercial relationship and for everyone to win.
  • Actually the company is looking forward to integrate social media channels like Facebook and Twitter.
It is well suited for large contact centers since got better control of the environment itself. However for small (100-) contact center it could be less appropriate when in front of cloud operations.

Genesys Engage Feature Ratings

Agent dashboard
9
Outbound response
9
Call forwarding
10
Click-to-call (CTC)
9
Warm transfer
10
Predictive dialing
10
Interactive voice response
9
REST APIs
9
Call tracking
9
Multichannel integration
8
CRM software integration
8
Inbound call routing
9
Omnichannel inbound routing
8
Historical reporting
9
Live reporting
9