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Client engagement from the comfort of your couch
Updated April 30, 2019

Client engagement from the comfort of your couch

Juan Diego Ochoa Cabrera | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys PureEngage

We are gold partners of Genesys in Argentina and we use Genesys Engage across our organization. We have three departments - professional services, support, and sales. We have twelve accounts with Genesys Engage currently. I'm working with six consultants in our sales department, all who are certified in different solutions (I have the Genesys eServices 8 certification).
  • Provide information about HUB issues that help us to avoid problems.
  • Quick response from customer care.
  • Very good documentation.
  • Constantly releasing updates with fixes of the product.
  • More Spanish speaking consultants.
  • The ENL of the product must be announced to all the customers.
  • Better documentation page; with the last update, some pages come up as not found or that they don't exist.
  • Some flow diagrams could help with documentation.
  • Possible VoIP integrations could reduce the cost of a telephone company.
Some critical cases are not taken with the "critical" impact. Sometimes we need to call a few times to have a consultant provided on the case. Once that consultant is connected to the platform, the support is amazing. They stay with us until the issue is resolved. I don´t know if exist a "Guard Support" to open critical cases instead.

Genesys Multicloud CX (discontinued) Feature Ratings

8.2
Agent dashboard
8
Validate callers
6
Outbound response
9
Call forwarding
9
Warm transfer
7
Predictive dialing
9
Interactive voice response
8
REST APIs
9
Multichannel integration
9
CRM software integration
8
Workforce Optimization (WFO) ()
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Genesys PureEngage Support

Basically, they are a good a prepared team, sometimes I had a bad experience in the initial time of the support. However, they are always there and with knowledge and documentation to resolve all the issues. The escalation manager team in my experience has one of the fastest response when we are in a critical situation.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
Immediate help available
Support understands my problem
None
Yes - We had a case of the eServices solution, we were about to lose one of the biggest clients that we work with, and not only with the help of Genesys customer care we solved the issue, the customer was very happy about the results and the change of the performance (for good) of the environment.
One of the most gratefully moments It has to be before I got my eServices certification, we were having many issues into this Solution on a few clients and it was very challenging moment and help me with the study, for my lucky I passed the exam and got my certification with the help of all the cases that we had with Genesys Customer Care.