PureEngage, big boss of contact centers
Updated May 28, 2019
PureEngage, big boss of contact centers
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureEngage
My role in my present organization is to design scalable, resilient, high performing and feature-rich contact center solutions. Often the customers are external. However, given the scale of my organization, a large deployment was done to cover the needs of a handful of business units.
With the growing number of ways in which people connect with each other, our customers are constantly looking for opportunities to make their end-customers' experiences smooth and seamless. This requires being able to maintain the context of customer conversations regardless of the mode they choose, and to integrate closely with information systems to personalize their experience.
Genesys Engage is like a Swiss Army knife of contact center solutions. It has an elaborate, industry-leading technical offering, which is complemented by a support structure second to none. Combining the ease of integration, even with legacy systems, provides us the confidence to address those business needs.
With the growing number of ways in which people connect with each other, our customers are constantly looking for opportunities to make their end-customers' experiences smooth and seamless. This requires being able to maintain the context of customer conversations regardless of the mode they choose, and to integrate closely with information systems to personalize their experience.
Genesys Engage is like a Swiss Army knife of contact center solutions. It has an elaborate, industry-leading technical offering, which is complemented by a support structure second to none. Combining the ease of integration, even with legacy systems, provides us the confidence to address those business needs.
- Consistently rated as a leader in contact center space for past years helps partners and customers build confidence in the offering. This is of paramount essence during any deal sign-off.
- The continuous evolution of the product line to keep up with technology. Genesys Engage makes use of the latest advancements to improve the existing products and introduce new ones as required. Recently, Work Force Management suite got AI-backed algorithms to assist contact center managers in planning correctly.
- Seamless integration with customer systems helps us create a personalized experience for our customer and customer's customer. This includes integration with IT systems to automate mundane tasks such as login processes for users in a much more secure way. Recently, we successfully completed a pilot with a customer on the use of a BOT Gateway that can bridge customers with multiple AI BOTs seamlessly.
- At present, the user interfaces for various PureEngage applications, whether desktop or web-based, are a bit inconsistent. This includes basic functionality, like Single Sign-On, and the user interface look and feel.
- There's a need for mobile applications. Further effort is needed to create mobile apps for business managers (say to allow viewing contact center stats on the go), floor managers (approve leaves while away from the system), operational managers (get important notifications about system health and application status view) etc.
- There's a lack of turn-key designs/ solutions for customers that need the features, but do not have the volume of users to justify spending on multiple pieces of hardware.
I personally like the "pod-based" deployment tool used in Avaya Aura and the packaged concept of CISCO CCE. This shortens the deployment time for the base platform, uses standard tested configuration for a specific load, and allows additional/ optional components to be plugged in as modules. Genesys Engage could use such an approach to deliver out of the box solutions faster.
Genesys Engage could also invest in automating deployment and distribution of applications to users. At present, it uses its own proprietary tool to distribute the agent desktop, which is not welcomed by IT departments of many customers. This is quite seamless when using Microsoft UC.
Genesys Engage could also invest in automating deployment and distribution of applications to users. At present, it uses its own proprietary tool to distribute the agent desktop, which is not welcomed by IT departments of many customers. This is quite seamless when using Microsoft UC.
- The increasing use of AI in self-service offerings.
- Integrating with newer social and communication modes like WhatsApp.
- Using automation to reduce deployment and configuration time.