Genesys PureEngage: The leader of Contact Centers
March 26, 2019

Genesys PureEngage: The leader of Contact Centers

Nikolaos Thermogiannis | TrustRadius Reviewer
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.

Pros

  • 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

Cons

  • 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.
Genesys Engage is focused on medium and large contact centers. You can use CIM Platform, outbound campaigns, media channels, and GVPs. For small call centers, a deep study should be done to implement a Genesys Engage scenario because of the complexity and costs.

Genesys Multicloud CX (discontinued) Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
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
10
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

More Reviews of Genesys Multicloud CX (discontinued)

  1. Home
  2. Contact Center Software
  3. Genesys Multicloud CX (discontinued) Reviews
  4. User Review of Genesys Multicloud CX (discontinued)