Overall Satisfaction with Genesys PureEngage
We use Genesys Engage across almost 100% of our UK business. It addressed our end-of-life email system, fragmented telephony systems, and non-integrated chat & social solutions - and is key to driving future value through more automation of customer contact and use of intelligence. It also gives us a universal view of contact across all parts of our organization and helps us understand the whole business performance.
- The Intelligent Automation product is very useful, it's allowed us to double our automation performance in the past year working with our existing integration points.
- The attached data model is very useful for enhancing our core data set with contact info and provides a great view of performance.
- The universal desktop product has helped us launch additional channels with a large number of advisors with minimal training overhead, once they'd been trained in one channel cross-skilling to others is easy.
- Some of the products are only loosely integrated at the moment - causing us some common mistakes with things like typos between systems causing things to go wrong.
- Some of the limitations in terms of licenses or ports feel arbitrary, and we don't have views available when we're reaching capacity limits in these areas.
- We've used a third-party workforce management solution (NICE) which causes us some complexity! your third party integration could be better in some cases, although I understand the commercial reasons for favoring your own offering.
We evaluated Genesys Engage against these products and some more that I don't recall, and Genesys ended up being the most featureful product we wanted for our long-term ambitions, as well as meeting our cost restrictions.
We ended up choosing PE through a full-blown RFP process (we went through it twice!).
We ended up choosing PE through a full-blown RFP process (we went through it twice!).
- We plan on building in Natural Language Understanding to improve our automation and routing.
- We also plan to build chatbot style solutions too.
- We're also looking into task distribution and call scripting later down the line.