Next Generation Contact Center
March 09, 2019
Next Generation Contact Center
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.
- IVR customization and modification is more flexible.
- Routing parameter is end-user friendly.
- Integration with 3rd party applications I.e Twitter, Facebook, WhatsApp.
- 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