Great product with rich set of features and very stable performance
Updated April 30, 2019
Great product with rich set of features and very stable performance
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Engage (formerly PureEngage)
Distributed architecture, platform handling massive amount of interactions. Used within several departments & sites across the organization. Including intelligent routing of voice, email interactions & outbound campaigning. Currently ongoing major integration with Salesforce CRM. Seamlessly integrated with self services IVR & SMS platform powered by Aspect CXP and Nuance ASR products,
B2B, B2C, HR & Service Ops users.
B2B, B2C, HR & Service Ops users.
Pros
- Seamless interaction processing, highly configurable & complex intelligent routing of huge call volumes.
- Distributed platform architecture in a cloud - always operating within very high SLA.
- Reasonable API integration with other third party products such as Salesforce, Aspect, Nice, Nuance & more.
- Great genuine support & professional services offering solutions and customizations.
Cons
- Limited real time and WFM out of the box capabilities required additional customization and integration with third part products to meet the business operations.
- Somehow complicated licensing model limits the transparency on the actual usage in real time.
- Great dependency on Genesys engineering and development teams due to the restricted access to the distributed architectural components in the cloud.
- Web RTC capabilities are still lagging behind.
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