Genesys

Nice and very helpful solution. This suite has made my life at work so much easier. Super-fast to submit a ticket, I can input plenty of information, plus I can see all updates. customized domain, knowledge base, and self-service portal. Overall, it is a cool tool that makes it easier to track your work.

We began with a product called PureConnect, which worked well for our contact center. It has tons of features and configuration options, and could be on-premises, in the cloud, or blended (we were on-prem). With changes in our company structure and goals, we decided to switch to the new PureCloud (now Genesys Cloud CX), which allowed us to use the product as a completely hosted solution and even to connect to our cloud carriers for voice traffic. This is a newer product from Genesys, so it is still playing catch-up on some features compared to others (mainly related to chat/messaging), but they are continually updating it, because Genesys is a large, established company, with plenty of resources. One of the main decision points for us to use Genesys was that they have a concurrent user pricing model option. When running a business with multiple shifts (e.g. morning to evening, or 24 hours), then this is the only option to consider.

With Genesys Cloud, there is not the need to hunt and shop for bolt-ons to fit your needs. Being fully cloud-based, our users can be anywhere, especially from home presently and access all the features as if they were sitting in the office. Our cloud integrations allows our agents full features at home and IT-support is none existent. With all channels in a single interface and features like Agent Assist, our people get up to speed faster and have the tools at their fingertips without leaving their single pane of glass. Even advanced technologies like speech analytics, learning management, and and workforce engagement are just part of the package and not a 3rd-party add-on. With Genesys Cloud, we have one back to pat and one source for routing of any interaction.