Great product but always do your research and validate so you feel confident in your choice
May 16, 2019
Great product but always do your research and validate so you feel confident in your choice
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureEngage
It is being used across several departments and over 1000 users. We've solved multiple vendor issues as well as outbound call notification issues.
- Email/phone routing to one agent.
- Ease of chat widget creation.
- Customer service.
- Helping companies really understand change management.
- Really focusing on what are the gaps from moving from current solutions to new solution vs well you won't be able to do that anymore.
We have been able to really improve our email experience for our customers. Our previous system was a pull system and now having emails pushed to our agents is great. Just with that process, we have improved several hours of response rate. Outbound notification calls are also easy to do and have been able to save several hours of being able to provide customers information much sooner than having an agent make a manual call.
We selected them due to their vision of the future and overall out of the box functionality. Having a solution that has to be customized for everything still provides a lot of complexity. Some customization is required such as system integration. However, at the point of purchase, we believed that Genesys offered the best long term vision.
While the decision we made included the overall features we needed, as well as a vison of the company, we also reviewed company health, history of leadership, market positioning as well as referrals. The decision was not easy, and we wanted to be very certain as much as possible in our decision.
- Chatbots.
- Back office workflow routing.