Multiple channel feature is cool and convenient

What are the best aspects of this product?

It features a single system with multiple channels working seamlessly together, which makes the use of inconvenient silos unnecessary. The 360-degree multichannel interaction with customers, for example, makes it easier to retrieve details and info about a specific customer. This helps in preventing hotline amnesia among all our agents.

What aspects are problematic or could work better?

It is quite inconvenient to integrate new products into the system. It has high demand for focus, and takes a lot of time to fully integrate. Then, you must tinker with various customizations to find out the perfect one that can make the most out of such products. Recommendations are not available to help as well.

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

This helps us efficiently route tons of contacts through different channels, so they reach the right agent among the thousands working in all our sites. Genesys Engage is a reliable platform with great stability and scalability. Thing is, you need the right experts to manage and develop this complicated and comprehensive platform efficiently. And since we’ve done it right, we’re now moving towards [providing quality and professional customer support.

Are you a current user of this product?

No