What do you like best?
The solution is very robust and its openness to integrate with other systems, the UX experience is excellent.
The availability to use different channels on one standard platform is great and that you can service all of them from the Workspace Desktop is even greater.
The outbound module is easy to use but at the same time ver feature savvy, the new treatments with SCXML are very powerful.
The eServices modules are also very complete, and the use of the same standard responses are very welcome, because the help a lot to standardize the customer experience.
What do you dislike?
Provide more examples of integration with the WDE, also in the Developer training there is only one chapter to customize WDE.
Recommendations to others considering the product
Very Robust platform, very open to integrate with legacy systems, lots of features and it's always evolving with the new technologies or communication platforms in the industry.
Genesys is always focused on delivering the best tools to help you provide the best possible customer experience.
What business problems are you solving with the product? What benefits have you realized?
The main problems we solve using Genesys is to standardize the customer service and telemarketing sales and have all customer contacts centralized in only one platform, this gave us efficiency to deliver better customer service and also have better cross and up sells based on the customer history.
The reporting also help us to have a better understanding of our current operation giving us the opportunity to made faster decisions to reach our SLAs.