Genesys PureEngage

With Genesys PureEngage you can deliver the proper interaction flavor to customers in terms of omnichannel conversations and ensuring that they benefit from handmade cookies of this highy scalable and highly flexible product.

Sizing part can be a pain, infrastructure requirements can be a hassle sometime :)

Any company that will need a great deal of integration and wants to provide superior CX - please have a look at Pure Engage.

Bank retail customers support, corporate customers support,, lots of selfservice, customer communication from internet/mobile bank application , online meetings with advisors, telesales campaigns, social media oommunication.

The best part is it is 100% customizable and with the sdk kits you can make it do almost anything you want.

The documentation is good if you have used / configured / installed the product/component. It misses a few steps if its the first time you have installed a particular component. So just needs to be refined a bit.

Contacts centers dont run well with out Genesys. So we just keeping solving the worlds issues one day at a time.

1) Flexibility to integrate with Rest API

2) Scalability in SaaS model

3) Security Standard applied meet Industry standards

4) Customization and Uptime SLA's

Noting as Such.. Discounts should be Volume based. We should have Geo level resiliency option as DC and DR .. I.e. if we leverage US ( virgina West) , We should be able to opt Northern Ireland as DR location

- Yes , Flexible for Work at Home

- Cloud based SaaS Model

- Secure and Compliance requirements addressed

- Scalability and Flexibility

- Pay per usage model

- Compliance

Support team; especially e-Services segment of support which provide immediate solution and detailed information for the specific problem. They're really taking care of the cases and provide webex session without asking.

Other than product defects or bugs, we've seen that genesys documentation can include more spesific information about installation, deployment and administration. New documents/release note should include previous doc. informatios as well. Sometimes, I've recognized that I couldn't find useful infos in new document/release note, cause it's been deleted.

In urgent cases, Genesys should provide webex session and chat immediately without asking logs and other informations.

Other social media channels (drivers) should be included like instagram, youtube, google+

Using genesys IVR for enhanced capabilities in order to design dynamic IVR functions.

Create proper and less supervisor process in order to manage Agent's shifts via using Genesys WFM.

Using powerful routing capabilities for voice and non-voice media channels.

We're launching Proactive Chat and Vidyo solutions in order to increase customer experience for customers. S?nce we've launched ClicktoCall (voice, chat) feature, we got positive feedbacks from our customers.

We were one of the 1st to go onto Genesys Engage cloud

Our Customer Success Manager Teo is fantastic. Vey nice to have someone who is close to home.

Love the new Genesys Interactions reporting package

Collaboration with Genesys is always welcomed

Looking forward to the new Pulse upgrade

Some features seem outdated ( I'm sure they're working on them) like speechminer

Some CARE reps do not take the time to read my ticket information

Look at the differences between Engage and Pure Cloud offering. Engage is more for Enterprise customers.

Pure Cloud was not presented as an option for us when we 1st approached Genesys.

Data analytics both real time and historical KPI are the main benefits for us