You won't regret using PureEngage
Updated October 22, 2019
You won't regret using PureEngage
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureEngage
Genesys Engage is being used for:
Collection: With around 1000 agents, doing different campaigns from early, medium and late delinquency, using a predictive dialing majority.
Marketing: Advertising products, telling our customers that they have a credit line available and that their credit line has been authorized.
Sales: Helping customers finish their online sales.
The primary problem that we have is controlling the dialing ratio between our different services, sometimes we over-dial, making the platform crash, but we are able to get it back up and running very quickly.
Another issue we have is the correct use for the call treatments, to use them correctly and be able to dial all the phones we put into our database.
Collection: With around 1000 agents, doing different campaigns from early, medium and late delinquency, using a predictive dialing majority.
Marketing: Advertising products, telling our customers that they have a credit line available and that their credit line has been authorized.
Sales: Helping customers finish their online sales.
The primary problem that we have is controlling the dialing ratio between our different services, sometimes we over-dial, making the platform crash, but we are able to get it back up and running very quickly.
Another issue we have is the correct use for the call treatments, to use them correctly and be able to dial all the phones we put into our database.
- It is easy to create a campaign, configure it, and put it in production.
- Through CCPulse, it is easy to follow the campaign statistics and be able to make changes to our strategies.
- We are able to know all of our KPI, with detail of every interaction of every campaign.
- Make it easier to create CCPulse dashboards.
- Easier integration between InfoMart and an external BI.
- Better integration with in house CRM.
We selected Genesys Engage over inConcert Allegro because it has a better predictive dialer, it handles larger database campaigning, it has a better dashboard to show more information, and it is a more stable platform that you can share different campaigns on at the same time and use agent skills to manage your productivity, making your company more profitable and increasing productions. You are able to better evaluate your agent productivities and your agent calls with speech analytics.
- Use workforce management to increase productivity.
- Use latitude to improve our strategies.
- Use CX contact to increase your contact ratio and be more productive.
- Becoming multi-channel with more Genesys solutions.
- In the near future start to use AI.
Genesys Multicloud CX (discontinued) Feature Ratings
Using Genesys PureEngage
3000 -
We use it to collect, from retail and bank customers.
Product promotion campaigns, invitation to buy are also carried out.
We have customer service for both the bank and customers of the store.
It is also used to conduct satisfaction surveys or a particular product.
There are campaigns of social character of the company.
10 -
son personas que se han capacitado en el uso de genesys toamdo cursos directamente de ellos, se están constantemente capacitando con los diferentes manuales disponibles de Genesys.
Son personas con conocimiento de desarrollo de sistemas, manejo de bases de datos.
Tienen un persil basicamente de informaticos o ingenieros en sistemas.
also they constantly attend genesys events to meet new technologies.
also they constantly attend genesys events to meet new technologies.
- collection to delinquent customers
- customer service
- Sales and promotion.
- It was used to notify customers of the situation in the earthquake in CDMX