One Source of Truth Means Data You Can Trust
August 05, 2019
One Source of Truth Means Data You Can Trust
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureEngage
We implemented Genesys Engage Cloud to replace our three disparate call centre systems. We use voice, chat, and email routing, along with callbacks, workforce management, call recording, speech analytics, and reporting.
While the main users of the platform are the team members at our Client Care, it is also in use throughout the enterprise for smaller phone or chat needs.
Genesys Engage Cloud allows us to consolidate all customer interactions coming in to our queues into one experience and one customer journey, with the data to track it all.
While the main users of the platform are the team members at our Client Care, it is also in use throughout the enterprise for smaller phone or chat needs.
Genesys Engage Cloud allows us to consolidate all customer interactions coming in to our queues into one experience and one customer journey, with the data to track it all.
- Interaction routing
- Integration of different available elements
- Speech analytics
- Genesys customer care is quite siloed and often speaks in very technical jargon to end business users
- Workforce Management is not HTML5 enabled
- Reporting in Designer and Speechminer is in UTC time zone, which is not relevant to everyone else.
NICE inContact also has a slick platform and were in the running for our business. In the end, Genesys was selected because they innovated in areas that other competitors had not yet done.
- Cobrowse
- IWD
- Social media routing