Review from a telco engineer
December 12, 2018
Review from a telco engineer
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureEngage
Genesys Engage is deployed in Vocus to support our own Contact Centre with about 2000 agents provisioned.
- Reliable performance of Genesys applications in spite of the installation on VMs
- Range of features provided
- Flexible to interact with other web service for IVR customization
- Cannot cancel call back call after agent accepts preview
- Agent can still go ready when headset is unplugged but call is actually rejected by SIP Endpoint
- Screen recording is tied to voice recording for blending agents
- Multimedia (email, webchat)
- Outbound calls