Review of Genesys PureEngage
Updated February 10, 2020
Review of Genesys PureEngage
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureEngage
Genesy Engage is being used in B2B2C and B2C in multiple organizations, helping us with communication with our customers via email, voice, chat and outbound dialer. Switching to this system has increased visibility on metrics and being able to easily switch skills based on volume.
- Communication with Salesforce tickets and working on a resolution with high priority tickets.
- Resources of knowledgeable people to assist with growing and upgrading our system.
- Many articles for a self-teaching knowledge base if you want to try something on your own.
- There are some key features more specific to Genesys email that need improvements that did not come out of box, such as being able to complete multiple emails at once, threading emails, and how many emails you are able to view regardless of the actual quantity.
- We recently had a Designer upgrade, but we are still missing the functionality of not being able to schedule meeting times - we still have to manually change the flag for the meeting start and end.
- GCXI is not as consistent as I would hope, lots of trial and error with different values with very little description for the separate options. Instead of pre-selecting which values would work with the type of report, it shows all and you have to try each one and wait for it to error out.
- Chatbots
- Predictive routing more in the future
- CX Contact transition and building outbound email applications