NextGen Genesys
July 29, 2019

NextGen Genesys

Muthukumar G | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys PureEngage

Currently rolled out for a particular BU. Will be rolled out to few more departments down the line. Offers Omni channel (voice, chat, email) capabilities with centralized routing mechanism.

Pros

  • Works well for larger organisation
  • Provisioning is very fast & easy
  • High Availability

Cons

  • Be cautious during changes as we faced few outages due to recent changes on the side of Genesys.
  • Keep customers very informed about upcoming releases and its impact.
  • Share the products documents with customers in PDF...E-book is not a preferred option!
  • Integration with other support systems
  • ML/AL/IoT options
Provisioning on new users is easier. No need to worry about patching/server upgrades.

Genesys Multicloud CX (discontinued) Feature Ratings

7.0
Agent dashboard
7
Warm transfer
7
Interactive voice response
7
REST APIs
7
Call scripts
7
Call tracking
7
Multichannel integration
7
CRM software integration
7
7.0
Inbound call routing
7
Omnichannel inbound routing
7
Quality management
7
Call analytics
7
Historical reporting
7
Live reporting
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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