The Genesys sales and support engineers are the best in the business. Any ideas or questions that need addressed are quickly and accurately addressed with a phone call or email to our Customer Success Manager, Service Delivery Manager or Support Team.
The support we receive feels genuine and the demonstrated sense of urgency is not based upon the number of seats we occupy.
The reporting is good, but could be better. We get by with the offered reports, but the biggest challenge is the ability to find call detail on an abandoned interaction. We look forward to a solution on this.
From a technical perspective the biggest benefits for myself, EMS and our partners is:
• Ease of use of the PureConnect systems, from an Administrator experience to our Supervisor tools and end-user Desktop platform
o All of these offerings are extremely “feature rich” which provides high customization, real-time awareness and enables us to deliver a silky interface to our end-users.
• As an outsourcer of contact centers, our environment doesn’t operate as a single company with multiple departments; but rather, as numerous companies with multiple departments under one roof, each with their own unique contact center preferences delivered with precision through EMS and Genesys.
o At present we are managing roughly 500 phone numbers, 400 workgroups, 200 Inbound Call Profiles, 200 users and 50 roles with PureConnect
o We are a CaaS Local Control customer; meaning that, our voice traffic stays onsite at EMS, but we leverage PureConnect cloud servers in a geo-redundant environment to route our interactions.
o EMS Provides support and services via Voice, Email and Chat with the ability to also turn-up SMS.
o With the Genesys system we are confidently able to achieve all of this with a single FT dedicated EMS Genesys Administrator.