Streamlined and improved Contact Center Operations using Genesys PureEngage
March 27, 2019
Streamlined and improved Contact Center Operations using Genesys PureEngage
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureEngage
Genesys Engage has allowed us to consolidate multiple telephony solutions into a single, in-house solution. This provides our organization with a better level of visibility and agility, and our agents and customers with a better user experience.
- Real-time performance views
- Contact information provided to agent - agent and customer experience
- System up-time
- Historical reporting - can be difficult to navigate or integrate with other reporting software
- QA tool does not allow for entry of coaching details
- Voice recognition calibration is poor
Our previous telephony platform solution included multiple different solutions, including Avaya, managed by multiple contact center providers. After consolidating all of those disparate solutions under Genesys Engage's Premier Edition Cloud and taking management of the platform in-house, we have seen tremendous success. While we experienced some challenges during development and at launch, Genesys Engage is now a product that meets and exceeds my original expectations.
- Seamless movement of customers through contact channels (including live chat to phone, chat bot to phone, etc.).
- Real-time (or near real-time) speech analytics to alert front-line leaders to at-risk customers, specific customer sentiment, missed sales opportunities, etc.
- Self-service within IVR.