Genesys PureEngage
March 15, 2019
Genesys PureEngage
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureEngage
It is being used as the ACD system for the FAA's MyIT Service Center. Chickasaw is the contractor for the Help Desk. I use your program to gather and report call data on a daily, weekly, and monthly basis. Genesys is a powerful utility that makes my reporting duties much easier.
- Call data on the number of calls received.
- It allows me to report on calls expected vs actual calls presented and adjust baselines.
- Run reports on demand from the customer and turn around the finished product very quickly.
- I would like to be able to add search parameters in a much more user-friendly environment.
- Avaya
Genesys is the only software of its kind that I have worked with so extensively. I used Avaya only as an end user and cannot evaluate its effectiveness on the reporting end.
- Live reporting. Currently, we operate on a 15-30 minute delay.
- Automatic SLA computation.