Pure Engage is the best in class platform for very large on-premise CC solutions
July 30, 2019
Pure Engage is the best in class platform for very large on-premise CC solutions
Score 9 out of 10
Vetted Review
Overall Satisfaction with Genesys PureEngage
My department is a reseller and integrator for Genesys. I am involved in the implementation of Genesys Engage solutions. The business problems addressed depend on the customers we implement the solution for.
- Great flexibility within routing which allows to implement also very complex scenarios.
- Integration of work-item distribution in the same way as all other media.
- Nearly endless scaling possibility for very, very large solutions.
- Documentation of the WDE customizing possibilities with Plugins and usage of internal functions. In many cases, you see just the parameter names of function calls without any description.
- The outbound solution urgently needs improvement with regard to import possibilities and call bleeding. Call blending in this context means that the agent can switch to outbound record handling in WDE when a customer that missed an outbound campaign call is calling back.
- Compared to the old configuration manager the basic administration with GAX is painful, especially when working on Annex values and options.
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