Genesys : Computer to Telephony Integration Solution Provider
February 15, 2019
Genesys : Computer to Telephony Integration Solution Provider
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureEngage
After my Bachelor degree I got placed in an MNC and got selected one of the Premier Clients where I was introduced to Genesys: Contact Center Solution Provided based on the features of the Customer Interaction Management Platform. Over these years I have got the opportunity for working in Genesys environments. I have seen how Genesys evolved and its main idea of providing exceptional customer services with intelligent routing. I have got an opportunity to work with Legacy Genesys products like Voice Treatment Option which was to used to configure the Prompts and later worked on Stream Manager environment where the music and prompts were placed in the installable folder and Configuring the Strategy using the Interaction Routing Designer Now currently working on MCP and in future I will be working on the GVP product Used the development interfaces like the Genesys Proprietary IRD and also plugin based on Eclipse - Composer Had the chance to work on Genesys versions 7.2,7.6,8.1,8.5 It is being used as the Customer Service for voice, email,Chat architecture of the organization It address the customer enquirers, their issues and product information, placing orders, status info etc..
- Intelligent Routing
- Integration with CRM Platforms
- Customization and Custom SDK's
- There are no cons as far my journey with Genesys so far
- Genesys has always been competitive with the current trend and always up-to date. When the sudden raise of Cloud technologies evolved in the market - Genesys has come with the Pure Connect and Pure Cloud Platforms. It has also started implementing the Artificial Intelligence technology integration with Genesys.
My Previous work experience involved working into both environments Genesys PureConnect and Genesys Engage Their basic idea was to transform the entire architecture from Genesys Engage to Genesys PureConnect.
- Our Current enviornment is planning to add more interaction mediums like SMS, Chat bots, call back functionality etc..
- Integrations with CRM platforms and implementing the Work load distribution features