Genesys PureEngage - My point of view.
November 15, 2019
Genesys PureEngage - My point of view.
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureEngage
Cal uses Genesys Engage as a contact center solution for its service center.
We mostly use the routing strategies for voice calls and the Infomart solution for data analysis.
We mostly use the routing strategies for voice calls and the Infomart solution for data analysis.
- Data, data, data! The Infomart solution is our holistic data solution for the contact center. It tracks the interaction from A to Z and provides the organization with a complete view of its call center interactions.
- Ease of use. It's so easy to develop, to configure, or just view the objects in the product.
- Standard integration with WS, DB, and other third-party apps.
- From recent versions, the real-time monitor is an up to date UI, with enhanced features to the classic engine of the stat server and ccpulse.
- Pricing. Unfortunately, many of the areas that can be covered by a complete contact center solution were taken by small vendors and products, primarily because of the high prices.
- Multimedia, social networks, desktop solutions, and even dialer & callback solutions are integrated into the main CTI environment in a way that makes it hard to analyze and sometimes reduces efficiency.
- Callback and VHT solution. It's about time they provide a better solution for this, based on a clear product strategy and without the need to be a scientist to understand it and manage it properly.
- Come to us more. I hardly see Genesys professionals in Israel.
Genesys has a better solution when comparing data abilities, both real-time and historical and also when comparing configuration and admin tools. In the vision and the roadmap Genesys seems to have it clear and stable future.
- I would love to see Genesys involved in all aspects of customer relations, and customer journey.
- I would want to have a dynamic machine learning solution that will optimize the routing strategies to the optimum.
- I would be happy to see some automation solutions for both the backend and the frontend service centers.