Genesys Pure Engage-Pros And Cons

General Information

Genesys PureEngage is the Genesys Customer Engagement Platform for the enterprise. It has functions to Unify all customer-engaging teams—from marketing and sales. Genesys PureEngage is easy to use Designed to rapidly deploy easy-to-configure and administer. Extensive customizability through open APIs, and simplifies support with your whole CC network. Genesys PureEngage has Spoken IVR Routing and it is web based, which cover all the interactions channels Like Voice, Email & Chat. Real-time reporting and Historical reporting, Call recording for quality and analysis are some of best features.

Newer Innovations in the Genesys PureEngage

Genesys PureEngage consist of some of best invovated function like, business—cloud, on-premises subscription or perpetual on-premises licensing, self service analytics by using Speechstorm and Integration with Third Party services

Genesys’s WFM Solution – Most efficient tool for scheduling, Forecasting and reporting of contact centre make it one the best software in market. VHT callback is another feature which is offered with Genesys integration including automatically pulled up client card with full information

Why we use Genesys PureEngage?

PureEngage delivers a suite of tools to medium size communication centers. It has Complex Routing Techniques like Intersite routing, Last Agent Routing etc. PureEngage’s SpeechStorm IVR call flows, Integration with Third Party services (APIs, TIBCO etc). – SDKs for Stat Server and integration with other products like Verint, WFM Solution – Most efficient tool for scheduling, Forecasting and reporting of contact centre..
Genesys PureEngage VHT callback is another feature which is offered with Genesys integration. This helps the organisations to cater the customer with auto-call back feature during the high peak call volume intervals.
Industry Positive Comments

Some of the customers comment that the network is the way ahead, customers can just speak their product instead of having to go through a long menu, routing capabilities provide abundant types of routing strategies. Genesys PureEngage’s interactions to managing the workforce is fully integrated and appreciate their support.

Needs Improvement

Some of the customers expect improvement is, it is pretty expensive, deployment documents were not clear enough to guide customer, the interface has several flows in the UI. Genesys PureEngage products don’t have a conductive line like as example Configuration Manager, Genesys Administrator, GAx, Pulse.
There is no way to initiate tickets to clients