Next Generation Contact Center
March 09, 2019

Next Generation Contact Center

Chirag Sachdeva | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys PureEngage

The application provides hardware flexibility and almost any kinds of customization is possible in Genesys as per customer need.

Pros

  • IVR customization and modification is more flexible.
  • Routing parameter is end-user friendly.
  • Integration with 3rd party applications I.e Twitter, Facebook, WhatsApp.

Cons

  • Difficult to find training materials.
  • A skilled user has been difficult to find.
  • Audit functionality could be improved as it is not simple for the end user.
On over almost all of the application, Genesys has more flexible on 3rd party application integration and is customization friendly as per your needs. There are also new enhancements and changes in the solution as per time need.
  • AI
  • Chat bot
  • Automation in first of level support
Enterprise level contact center.

Genesys Multicloud CX (discontinued) Feature Ratings

9.8
Agent dashboard
10
Validate callers
10
Outbound response
9
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
8
Multichannel integration
10
CRM software integration
10
8.4
Inbound call routing
10
Omnichannel inbound routing
9
Recording
8
Quality management
8
Call analytics
7
Historical reporting
10
Live reporting
10
Customer surveys
6
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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