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Overall Satisfaction with Genesys Engage (formerly PureEngage)
We are a contact center, so we use internally the solution but we also offer services based on the platform for external customers.
So we have external users of the platform handling various types of interactions and we have a portfolio of automated services running on the platform -- self services on the IVR and Bot on the Chat.
So we have external users of the platform handling various types of interactions and we have a portfolio of automated services running on the platform -- self services on the IVR and Bot on the Chat.
Pros
- Open - easy to integrate with other applications of the applicative landscape
- Scalable
- Reliable
Cons
- Reporting/Monitoring : capacity to make value from the information collected
- Efficient support of the new interaction channel as the social media
- Voice analytics
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