Item: Genesys Multicloud CX (discontinued)
Rating: 9
Author: Verified User

Overall Satisfaction with Genesys PureEngage

Use Cases and Deployment Scope

Comfortable integration with other systems

This is important for the bank, as we work with different programs. Conveniently, the client card is automatically pulled up with full information from our software. Our employees no longer spend time searching for customer information outside.

Genesys Engage saves customers' time.

We do not ask unnecessary questions, as before when we used other solutions. We immediately see which version of our application clients use. The integration of generic answers that Genesys provides is very helpful. Now we can send files to clients. Conveniently, the history of correspondence can be opened in a separate window, rather than flipping through the entire dialogue.

Pros and Cons

Pros

Creation of a single voice of the bank in all channels
Omnichannel multi-site contact center with outbound campaigns
Ability of adding different dashboards to the screen

Cons

There is no way to initiate tickets to clients.
Consider PBX integrations for non-agent workplaces.
No ability to edit sent messages
In case of closing the browser, the ticket continues to be in the work of the employee. There is no possibility to redistribute it. The ticket returns to the queue automatically, after a while.

We do not ask unnecessary questions, as before when we used other solutions. We immediately see which version of our application clients use. The integration of generic answers that Genesys provides is very helpful. Now we can send files to clients. Conveniently, the history of correspondence can be opened in a separate window, rather than flipping through the entire dialogue.

Genesys Multicloud CX (discontinued) Feature Ratings

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The best integration you could ever dream of.