Genesys PureEngage: The leader of Contact Centers
March 26, 2019
Genesys PureEngage: The leader of Contact Centers
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureEngage
At Intracom Telecom, we are using Genesys Engage with almost all components. Intracom Telecom is the leading company for Call Center technologies in Greece and abroad. Therefore, if there's a new application or new Genesys module, we train and implement it officially for our customers.
We also implement Proactive Chat and Genesys Outbound in order to increase customer experience for our customers. We create proper supervisor processes in order to manage Agent's shifts using Genesys WFM. Agent or call based issues are being solved using InfoMart and Interactive Insights reporting. Genesys IVR for enhanced capabilities is also being used in order to design dynamic IVR functions. This is achieved using powerful routing strategies for voice media channels.
Concluding, we use all solutions from Genesys (SIP, E-services, GVP, Routing, WFM, Outbound etc) and it addresses all kinds of problems that have relation to VoIP calls and Contact Centers in general.
We also implement Proactive Chat and Genesys Outbound in order to increase customer experience for our customers. We create proper supervisor processes in order to manage Agent's shifts using Genesys WFM. Agent or call based issues are being solved using InfoMart and Interactive Insights reporting. Genesys IVR for enhanced capabilities is also being used in order to design dynamic IVR functions. This is achieved using powerful routing strategies for voice media channels.
Concluding, we use all solutions from Genesys (SIP, E-services, GVP, Routing, WFM, Outbound etc) and it addresses all kinds of problems that have relation to VoIP calls and Contact Centers in general.
- Tremendous options for customizing to fit any possible business scenario.
- You don't have to buy everything, just the components you need and add them to the current configuration.
- There are constant reviews, updates, and hotfixes.
- Ability to integrate with pre-existing platforms
- There should be more practical examples of how to use their functionalities.
- Licenses price.
After Avaya bankruptcy, Genesys is the main option for a large or medium-sized company. The possibilities it offers are immense. The team at Genesys is made up of great professionals and they have extensive experience in the sector. Genesys Engage offers a lot of functionalities.
- We will use the social engagement platform in the near future.
- We are reviewing the option to use a WhatsApp channel when available.
- Digital agent with AI capabilities.