Highly comprehensive platform for contact centers

What are the best aspects of this product?

This platform is extremely comprehensive in terms of meeting the needs of contact centers anywhere. It has drastically minimized our need for using a few different software except for specific purposes. Moreover, Genesys PureEngage provides dependable resources through different documents and knowledge-based forms.

What aspects are problematic or could work better?

It carries so much modules that makes the platform difficult to learn. Subsequently, hiring professionals who can handle the platform is too expensive, regardless of them being third-party experts or from Genesys itself. Thing is, a company should have enough Genesys experts to use the platform efficiently. This is why we train our team members to become experts in using Genesys, such as by putting them under the Genesys University training.

What specific problems in your company were solved by this product?

It is easy to link customers to appropriate agents who can help them, which compels them to suggest further increase. Customers don’t need to depend on voice methods as well, since the platform offers chat and SMS among other e-services. The call back feature is another thing they love too.

Are you a current user of this product?

Yes