Business partner of the vendor or vendor's competitor, not included in G2 scores.
What do you like best?
Genesys PureEngage is a very flexible, highly scalable, robust and complete product.
The completeness of PureEngage lets orchestration of all channels for a single purpose, excellent Customer Experience.
Thanks to the strictly integrated PureEngage components, your company will have strong tools to support your processes, which are not limited to, marketing, decision making, resource management, Customer Experience.
To me, the Interaction Routing is the most exciting solution of PureEngage. It connects your customers to the most appropriate agent. It allows you to realize any routing scenario which your business requires, while orchestrating the interaction through its lifetime, until it is resolved.
The High Availability and Business Continuty solutions supports any DRC scenario that your company prefers while providing very high uptime.
The Genesys PureEngage SDKs and APIs are very powerful. Your developers can make integrations to your company resources, or can develop your own solutions on top of PureEngage platform.
Genesys keeps PureEngage up to date with solutions for trending and upcoming technology. This empowers your competition skills and prepares you to the future.
What do you dislike?
The flexibility and scalability brings complexity. Even this is perfect for designing systems to meet any business need, it requires highly skilled technical people and highly skilled business people for deployment.
After deployment, administrating PureEngage is not a one man show. For the best results it is better to have a, at least two person, team.
Some user interfaces provided by Genesys may have been designed with technical point of view, which brings non intuitive usage, lack of projecting some valuable operational information. However, Genesys SDKs and APIs let you develop your own user interfaces.
Recommendations to others considering the product
Genesys PureEngage brings you all the tools you require.
Genesys PureEngage is like a spider web. By the time passes, it will touch your companies applications. Means, you'll realize benefits of integrating it to your applications (Including but not limited to HR systems, CRM systems, BPM systems).
For the great success, give the planning phase enough time. Thus, you'll clarify all the details of your business needs, infrastructure requirements, integration requirements, transition plan etc. Involve all relevant parties (DBAs, Business Analysts, Collabration Systems Administrators, Network Administrators, Domain Administrators, Data Security Cosultants etc. and of course your internal customer, Contact Center colleagues from each level) to the project. This will significantly decrease implemantion time and give you successfull implemantation phase which fits your ROI expectations.
Genesys PureEngage is not a cheap solution, but a successful implementation heavily supports your bussiness to develop in the direction you desire. Like, you may increase your revenue, increase number of customers , provide better service, increase FCR, find new ways to do business.
What business problems are you solving with the product? What benefits have you realized?
We use Genesys PureEngage to
- Increase FCR rate
- Connect the customers to the most appropriate agent
- Indepth reporting based on interaction data.
- Self service applications.
- Non voice channels.