The Enterprise Interacting Management Backbone
February 27, 2019
The Enterprise Interacting Management Backbone
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureEngage
Genesys is the middleware backbone for our entire global customer interaction management system. We use Genesys to handle, manage and deliver our members (and guests) questions, concerns, and requests to some 7000+ agents scattered across the globe. Genesys also provides the 'glue' to integrate into many enterprise systems that provide data or need updates based upon the nature of these interactions.
- Genesys is more of a highly capable framework of components that can be connected and scaled to meet most any performance requirement. There never seems to be any limitation as to how large or small an entire system can be configured and assembled to meet a set of requirements
- Unlike many other competing systems, the open-ended flexibility in configuring routing is the best, bar none. Pretty much whatever integration points and routing logic you can dream up, you can build it in Genesys; there is no practical limitation.
- Technical support at Genesys is also very versed in the capability of their software and seem to be able to understand how it can and has been used by its customers. This provides us developers with a source of online information and support that helps make creating solutions less worrisome.
- The wealth of documentation is impressive and comprehensive. One area to improve might be in more practical examples of configurations that demonstrate how to use features. The definitions of the options/settings may exist but there are examples where putting them all together, into a working solution are missing or light.
- More videos like those for GRS configuration would be great in describing new products and how to use features.
- One trivial request, the support site seems to always ask for PureEngage versus PureConnect when looking for documentation. To me, it doesn't really matter which one it is, but it seems like an extra layer that provides me no help.
It's been many, many years since I've evaluated or looked at alternatives so sorry, can't add much here. Other vendors that I recall either are now gone or have been purchased by other larger firms.
- Looking to asnc chat as a new channel as well as last agent routing (perhaps using UCS more than we currently do)
- Perhaps some form of AI like the predictive routing capability
- Taking more advantage of real skills based routing as we currently do a glorified group routing
- Seeing the benefit of Genesys WFO over our current Aspect system, how using Genesys WFO can bridge us to skills and multi-media planning