Genesys PureEngage from a systems integrator
Overall Satisfaction with Genesys PureEngage
We are a systems integrator and our USP is the development and application of two assets: Accelerate and Mission Control. Accelerate is built on the premise that Genesys Engage deployments can be simplified, de-risked and accelerated by using known, proven design patterns and deploying them using scripts for consistency. This has been validated in multiple implementations and is a sought after asset by other global SI's. Mission Control then simplifies the creation and configuration of customer journeys and experience across all channels so that business users can implement the solution they need.
- It scales particularly well in function, capacity, and geography.
- It has an integrated roadmap for all the major customer experience tools needed and a vision for what needs to be done in the future.
- It is a very open framework so it's possible to address virtually any use case or solution requirement.
- The licensing and revenue models are expensive and dated for a cloud economy player.
- The "one-stop-shop" approach does not resonate with cloud buyers, Engage has a tremendous framework on which to build enterprise-scale solutions but needs a more inclusive and pragmatic go to market approach.
- The transitional stage whilst Engage is being re-architected for Genesys cloud leaves a lot of uncertainty for premise-based customers and partners.
We specialize in Genesys Engage solutions because, based on our market assessment, it has the most complete solution available and the financial stability to create a rich and relevant roadmap.
- A major area is the blending of AI, knowledge and messaging technologies to create effective "bots" for every channel.
- Whatsapp integration.
- Real-time analytics.