Genesys PureEnage, A Cut Above the Competition!
Updated October 11, 2019
Genesys PureEnage, A Cut Above the Competition!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureEngage
We use Genesys Engage for interaction (chat, email, voice) forecasting, WFM for schedule optimization, and real-time queue monitoring. Genesys Engage is currently used by three departments within the organization. We needed a solution that can accurately forecast interaction volume and allow us to staff to projected workload and trends. We also needed reporting capabilities to measure adherence, service level, and average engage time, to name a few. Genesys met our business needs by providing solutions to our problems under one umbrella. We will be replacing our aging Agent Desktop application with Workspace Desktop Edition, which will further delight our customers and users by providing a true omnichannel experience.
Pros
- Having used solutions from Aspect and NICE, I feel that Genesys Engage is more user-friendly and does a great job at accurately forecasting interaction volume. Schedule optimization is something Genesys Engage does really well.
- Genesys Engage reports are easy to consume, allowing senior management insights into the health of the business and contact center. Many of our strategic decisions are made using reports from Genesys Engage.
- Real-time queue and agent monitoring ensure that we have adequate support coverage across all intervals.
Cons
- I feel that combining Configuration Utility to WFM has resulted in user frustration and made WFM more cumbersome. WFM and Configuration Utility were best left as separate applications.
- I would like to see more flexibility in Pulse to allow reporting from external source. Currently Pulse can only display data from external source using the iFrame widget, which only accepts URLs.
- Interactive Insights is wonderful, but can be better if there are more choices for graphics. More often than not, my team has to export reports from Interactive Insights to Excel so that we can use the available charts for presentation.
I have used Aspect and NICE at other organizations. Aspect forecasting capabilities is more robust than Genesys Engage, giving users more detail forecasting flexibility. However, the level of detail and features make the tool very confusing and not suitable for novice or intermediate users. Genesys Enage provides similar level of forecasting accuracy but with a much more friendly user experience and UI.
NICE is scheduling and WFM solution are very user-friendly, especially for novice users, but I feel that NICE lacks in reporting and forecasting, areas where Genesys Engage shine.
NICE is scheduling and WFM solution are very user-friendly, especially for novice users, but I feel that NICE lacks in reporting and forecasting, areas where Genesys Engage shine.
- We will be implementing Genesys Workspace Desktop Edition in Q2 this year to replace our in house built agent desktop.
- We are also exploring the possibility of deploying chatbots in our organization to further improve service and customer delight.
- We have plans to customize Pulse to better display external metrics, such as case data from Salesforce.
Genesys Multicloud CX (discontinued) Feature Ratings
Using Genesys PureEngage
500 - Currently, Genesys Engage is used by Technical Support, Customer Service, and our Digital Sales groups. Analysts in Technical Support handles voice, chat, and email interactions, while agents in Customer Service and Digital Sales handle just the voice interactions. Technical Support analysts also handle Salesforce cases routed to them as email interactions via Genesys e-services.
2 - We have two in-house individuals that support Genesys Engage on an on-going basis. The skills required are:
- Solid experience with routing strategy design
- solid experience and understanding of Genesys framework and components
- Experience with Infomart
- Solid understanding of GVP
- Bachelors degree in a computer or engineer related field
- Experience with development in .NET
- Experience with SIP and Skype configuration in a call center
- Accurate routing and interaction delivery
- Accurate forecasting and reporting
- Real-time Adherence
- Improve customer experience and service
- Increase staff efficiency and productivity
- Integrating Salesforce CRM with Genesys Routing
- Ability for customers to request a case creating in Salesforce through our IVR
- Customize Pulse to display historical interaction data and agent skills lookup
Evaluating Genesys PureEngage and Competitors
Yes - Prior to Genesys Engage, we were using Avaya PBX to deliver calls. Routing was the most basic in nature and service was lacking. We did not have real-time reporting, scheduling, nor the ability to forecast staff and workload. As our contact center expanded and the need to improve service and customer experience, we looked to Genesys Engage to help us drive efficiencies and productivity across our support organization.
- Price
- Product Features
- Product Usability
- Product Reputation
- Prior Experience with the Product
- Existing Relationship with the Vendor
There were a number of factors that lead our organization to purchase Genesys Engage. Some of us in the organization have had prior experiences with Genesys Engage or products. Genesys offered a robust product line with features that met our business needs with a solid reputation, reliability, and product usability.
If we had to redo the evaluation and selection process again, we would invite additional vendors on-site to demo their contact center solutions. Genesys Engage offers a wonderful suite of products and has a solid reputation with a clear roadmap. However, it would have been nice to have included additional vendors in the selection process.
Genesys PureEngage Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
No - We do not pay for premium. We feel that this is a service we do not need at this time.
There was a time when we integrated Skype with our call routing infrastructure. There was a key function messing from the connector provided by Genesys. After weeks of working with Genesys, the Genesys PS team was able to develop and provide us with a patch that resolved the bug.
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