What users are saying about

Genesys PureEngage

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Top Rated
148 Ratings
11 Ratings
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Score 7.4 out of 101

Genesys PureEngage

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Top Rated
148 Ratings
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Score 7.8 out of 101

Add comparison

Likelihood to Recommend

8x8 Virtual Contact Center

We have had nothing but positives when dealing with 8X8, our relationship was set up for success right from the get-go. We explained our specific needs and our sales team was able to cater to the needs we shared. While we did have a few bumps along the way, they remained a partner in making sure we received what we needed to be successful. Without getting into the "weeds" we were able to fine-tune our 8X8 experience to match the needs we had as a company, all while focusing on the needs of our associates. The communications were on point and our development, implementation, and now, support has been consistently stellar.
Michael Furman profile photo

Genesys PureEngage

In case you want to come up with a custom solution or an application, Genesys SDKs provides you with 360-degree interoperability. You name it and I think we can make happen with the power SDKs provided by Genesys. Plus, the scalability of the applications is very high. PureEngage is such a powerful solution, I don't think they are less appropriate anywhere.
Suresh K.S Kumar profile photo

Feature Rating Comparison

Contact Center Software

8x8 Virtual Contact Center
8.4
Genesys PureEngage
7.7
Agent dashboard
8x8 Virtual Contact Center
8.1
Genesys PureEngage
7.6
Validate callers
8x8 Virtual Contact Center
7.9
Genesys PureEngage
7.8
Outbound response
8x8 Virtual Contact Center
9.2
Genesys PureEngage
7.5
Call forwarding
8x8 Virtual Contact Center
9.0
Genesys PureEngage
7.6
Click-to-call (CTC)
8x8 Virtual Contact Center
8.4
Genesys PureEngage
7.2
Warm transfer
8x8 Virtual Contact Center
8.4
Genesys PureEngage
7.5
Predictive dialing
8x8 Virtual Contact Center
7.3
Genesys PureEngage
7.5
Interactive voice response
8x8 Virtual Contact Center
7.7
Genesys PureEngage
8.1
REST APIs
8x8 Virtual Contact Center
8.2
Genesys PureEngage
7.7
Call scripts
8x8 Virtual Contact Center
9.0
Genesys PureEngage
7.5
Call tracking
8x8 Virtual Contact Center
8.6
Genesys PureEngage
7.7
Multichannel integration
8x8 Virtual Contact Center
9.1
Genesys PureEngage
8.3
CRM software integration
8x8 Virtual Contact Center
8.5
Genesys PureEngage
7.7

Workforce Optimization (WFO)

8x8 Virtual Contact Center
8.3
Genesys PureEngage
7.4
Inbound call routing
8x8 Virtual Contact Center
9.6
Genesys PureEngage
8.1
Omnichannel inbound routing
8x8 Virtual Contact Center
9.1
Genesys PureEngage
8.0
Recording
8x8 Virtual Contact Center
8.2
Genesys PureEngage
6.9
Quality management
8x8 Virtual Contact Center
8.8
Genesys PureEngage
7.0
Call analytics
8x8 Virtual Contact Center
8.1
Genesys PureEngage
7.3
Historical reporting
8x8 Virtual Contact Center
7.8
Genesys PureEngage
7.5
Live reporting
8x8 Virtual Contact Center
9.0
Genesys PureEngage
7.6
Customer surveys
8x8 Virtual Contact Center
5.5
Genesys PureEngage
7.1
Customer interaction analytics
8x8 Virtual Contact Center
Genesys PureEngage
7.4

Pros

  • Agility of deployment
  • Mobility for users
  • Manageability
Danny Fuentes profile photo
  • Having used solutions from Aspect and NICE, I feel that Genesys PureEngage is more user-friendly and does a great job at accurately forecasting interaction volume. Schedule optimization is something Genesys PureEngage does really well.
  • Genesys PureEngage reports are easy to consume, allowing senior management insights into the health of the business and contact center. Many of our strategic decisions are made using reports from Genesys PureEngage.
  • Real-time queue and agent monitoring ensure that we have adequate support coverage across all intervals.
No photo available

Cons

  • Software client would be ideal for specific cases
Danny Fuentes profile photo
  • I would like to see more flexibility with what reports can be run out of Genesys WFM Web Supervisor. Currently, you can only run what is provided within the system.
Isaiah Perez profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
Genesys PureEngage7.6
Based on 11 answers
Genesys Contact Center Portfolio is an expensive product to purchase and maintain. Once committed to, it is also an expensive product to replace. That said, our company is constantly evaluating Genesys and other contact center technology vendors to determine which will provide us with the best ROI.
No photo available

Usability

No score
No answers yet
No answers on this topic
Genesys PureEngage7.6
Based on 8 answers
Overall, from a customer perspective and also an agent perspective, it is very easy to use Genesys PureEngage's platform. The Agent Desktop and Genesys WDE are good. Usability is high and I would consider it an easy to use product and easy to adopt from this perspective.
Apostol Savu profile photo

Reliability and Availability

No score
No answers yet
No answers on this topic
Genesys PureEngage7.7
Based on 3 answers
There are occasional failures, but distributed and High Availability features work well when architected, installed, and configured properly. Thoroughly reading and understanding system documentation is a must.
No photo available

Support

No score
No answers yet
No answers on this topic
Genesys PureEngage7.0
Based on 8 answers
There's definitely room for improvement. I would have love to see the chat functionality work more frequently. The level of expertise has diminished over the years. I understand that this in part has to do with the number of new products that has been introduced, but should not be an excuse for the lack of readiness.
eugene thai profile photo

Implementation

No score
No answers yet
No answers on this topic
Genesys PureEngage7.2
Based on 6 answers
It has to be a collaborative effort between professional services and internal IT team to implement a successful supportable solution.
eugene thai profile photo

Alternatives Considered

8x8 has a more modular pricing structure that worked better for our organization. While some users require full PBX and Contact Center, others didn't require all the bells and whistles. 8x8 allowed us to pick and choose the features we needed based on the need of our users.
Danny Fuentes profile photo
We thought it was the best technology to keep moving forward. We also understood that Genesys is the most specialized technology in contact centers. We considered other technologies such as Avaya and Cisco, as well as other lesser known ones in the market, but they did not give us confidence.
Soraya Granda Segovia profile photo

Return on Investment

  • Reduction of assets on our data center to operate the phone system.
  • Does not require certified training to manage.
Danny Fuentes profile photo
  • We already had an installed Genesys platform, we just upgraded it and supported new PBXs
  • This solution allowed us not to buy a new platform.
Rui Ferraz profile photo

Screenshots

8x8 Virtual Contact Center

Pricing Details

8x8 Virtual Contact Center

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

8x8 Virtual Contact Center More Information

Genesys PureEngage

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

Genesys PureEngage More Information