Item: Genesys Multicloud CX (discontinued)
Rating: 10
Author: Isaiah Perez

Overall Satisfaction with Genesys PureEngage

Use Cases and Deployment Scope

Genesys Engage is amazing! To have the ability to have one system package to process voice calls, route based on your company skill sets, and report statistics is truly beneficial to a successful corporate model. When comparing it to other software in this market, Genesys Engage is miles ahead of everyone else.

Pros and Cons

Pros

Spoken IVR Routing - It is a time saver not only for customers, but for also developers. With it, customers can just speak their product instead of having to go through a long menu of options
The additional enhancements that can be paired with it, such as Genesys Callback and GMS, are amazing! We have now integrated Genesys Callback, and because of it, we have tripled our customer's capability to schedule return calls and connect them to someone who can help them instead of the call just rolling over to whomever is next in line.
Reviewing real time statistics is easy when using Genesys Pulse! The best part is that the resource demand to use it is minimal as it is web based. Other real time statistic systems are program based, which drives down the performance of your computer. But not with Genesys Pulse!

Cons

I would like to see more flexibility with what reports can be run out of Genesys WFM Web Supervisor. Currently, you can only run what is provided within the system.

Alternatives Considered

Genesys is miles ahead of other call center systems, such as PIPKINS. The detail of reports, the ease of scheduling and processing time off, the routing structure, and real time reporting is at a much higher level than PIPKINS has ever been at. The amount of time Genesys Engage saves just in daily workload alone is huge when compared to doing the same work in PIPKINS

Future Planned Uses

We are looking at Workload Manager, which is an automated system that uses predictive algorithms to determine what agent needs to be scheduled doing what particular activity. If something unexpected happens that day, it will automatically make adjustments to the staffing coverage to tackle the change.

Likelihood to Recommend

Thanks to the PTO System in Genesys WFM, we have set it up to auto approve time off, based on certain key factors/conditions, and no one has to be in office to process the PTO. This frees up much needed work time for our WFM Analysts. In addition, the tools within the system, such as Adherence Monitoring and Intraday Performance, give our Team and Operations Leads the capability to effectively monitor the call center and Agent Performance along with skilling enough agents to cover our products.

Genesys Multicloud CX (discontinued) Feature Ratings

Comments

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PureEngage is Miles Ahead of Others