Genesys has Inspired Us to Deliver Best Customer Experience
Updated December 25, 2019

Genesys has Inspired Us to Deliver Best Customer Experience

Farouq Mousa | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys PureEngage

I am working at Jawwal; the leading mobile operator in Palestine. We are using Genesys Engage to receive inbound calls from our subscribers to enable them to manage their self-service without making any need to call agents or visit the company showrooms. Currently the Genesys Engage platform is used by Integrations and Development Department and also by the customer Care Department to enhance the customer experience and improve the customer satisfaction. Previously, we were using Alcatel Lucent platform as IVR channel, but the problem that the time to market was too much. Also there were many operations on the system.
  • It is a mature enough solution that can satisfy most well-known requirements for voice self-service
  • It is a cost-effective IVR platform that will for sure satisfy your business specific requirements
  • It is using modern based technologies of web based architecture but with voice platform
  • Genesys platform is powerful, high available and fault tolerance as it consists of decoupled software components that constitute a robust voice processing platform.
  • I think creating an integrated service that helps implementing TTS and ASR functionality from Genesys them selves will be a great feature. Currently the integration of Genesys Voice Platform with third-parties of TTS and ASR engines is difficult as I think. We face some difficulties when we implemented it.
  • In the Arab region, specifically the Middle East region; there is a need to be able to create new and custom grammars for Arabic language ... this will be a great feature that helps Arabic community who are using Genesys platform with Genesys Composer.
  • As Genesys Administrator is a web-based GUI to manage, create and monitor Genesys applications and solutions. It will be very good to add a new screen/tab for GA to manage the prompts replacement and versioning of live IVR applications, and another one to manage IVR applications versions and history.
We are an enterprise company, and the main telecom operator in the country. Using Genesys Engage enabled us to do our plans regarding establishing powerful voice self-service channels for our customers. Also, When such company has Genesys Engage, it will be able to use other Genesys services above it. We -at Jawwal- are planning to deploy other features and solutions from Genesys to enhance the customers satisfaction; as examples we are planning to use Genesys E-Services like E-chat, E-mail and Genesys Social Media management solution.
  • Jawwal has an idea to implement IVVR (Interactive Voice Video Response) as a new marketing channel for Jawwal products.
  • Using it with Genesys eServices like e-mail or e-chat.
  • Genesys Social Media Management Solution.
  • Jawwal is thinking to become a re-seller of services that it can provide to their customers as a new revenue stream.
Well suited examples:
Large and enterprise environments like telecom operators and Government self service departments.

Less appropriate examples:
Small businesses with low calls rate.

Genesys Multicloud CX (discontinued) Feature Ratings

Agent dashboard
Validate callers
Outbound response
Call forwarding
Warm transfer
Predictive dialing
Interactive voice response
Call scripts
Call tracking
Multichannel integration
CRM software integration
Inbound call routing
Omnichannel inbound routing
Not Rated
Quality management
Historical reporting
Live reporting
Customer surveys
Customer interaction analytics