What users are saying about

Genesys PureEngage

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Top Rated
117 Ratings
2 Ratings
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Score 8.7 out of 101

Genesys PureEngage

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Top Rated
117 Ratings
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Score 7.6 out of 101

Add comparison

Likelihood to Recommend

AgentTime Scheduler

Easy for employees to adjust everything on time and it has smart scheduling features as compared to other software. AgentTime Scheduler is always one step ahead of others. However, the problem encountered by customers is that they cannot manage to sign in to the system to print schedules prepared for them and we keep getting negative feedback.
Barbara Johnson profile photo

Genesys PureEngage

I think Genesys PureEngage is not appropriate for small contact centers. Genesys PureEngage has not been able to adapt to small contact centers because their prices are not proportional. It seems on occasion that if the platform is less than 500 agents it is ignored. For large contact centers with recording and outbound needs, I would recommend it.
Soraya Granda Segovia profile photo

Feature Rating Comparison

Contact Center Software

AgentTime Scheduler
Genesys PureEngage
7.6
Agent dashboard
AgentTime Scheduler
Genesys PureEngage
7.3
Validate callers
AgentTime Scheduler
Genesys PureEngage
7.1
Outbound response
AgentTime Scheduler
Genesys PureEngage
7.6
Call forwarding
AgentTime Scheduler
Genesys PureEngage
7.8
Click-to-call (CTC)
AgentTime Scheduler
Genesys PureEngage
7.5
Warm transfer
AgentTime Scheduler
Genesys PureEngage
7.8
Predictive dialing
AgentTime Scheduler
Genesys PureEngage
7.7
Interactive voice response
AgentTime Scheduler
Genesys PureEngage
7.9
REST APIs
AgentTime Scheduler
Genesys PureEngage
7.7
Call scripts
AgentTime Scheduler
Genesys PureEngage
6.7
Call tracking
AgentTime Scheduler
Genesys PureEngage
7.4
Multichannel integration
AgentTime Scheduler
Genesys PureEngage
8.1
CRM software integration
AgentTime Scheduler
Genesys PureEngage
7.6

Workforce Optimization (WFO)

AgentTime Scheduler
Genesys PureEngage
7.5
Inbound call routing
AgentTime Scheduler
Genesys PureEngage
8.1
Omnichannel inbound routing
AgentTime Scheduler
Genesys PureEngage
8.0
Recording
AgentTime Scheduler
Genesys PureEngage
6.8
Quality management
AgentTime Scheduler
Genesys PureEngage
7.0
Call analytics
AgentTime Scheduler
Genesys PureEngage
7.4
Historical reporting
AgentTime Scheduler
Genesys PureEngage
7.6
Live reporting
AgentTime Scheduler
Genesys PureEngage
7.5
Customer surveys
AgentTime Scheduler
Genesys PureEngage
7.7
Customer interaction analytics
AgentTime Scheduler
Genesys PureEngage
7.3

Pros

  • Customers can log in the system 7/24 without facing any problems.
  • AgentTime has the best features and safe connections for the staff.
  • Workers can send messages on time when the school has some class cancelations to all students.
Barbara Johnson profile photo
  • PureEngage team does a great job partnering with us on identifying the highest value services we need to run our business.
  • The Customer CARE team started weak but has really committed to improvement and are now staffed to ensure the right level of insights and telemetry are on the platform to alert us of any issues.
  • Overall commitment to our company has continued to grow. They demonstrate this by placing on-site resources and meeting with us regularly to continuously improve their delivery model.
Peter Nilsson profile photo

Cons

  • Price of it might be expensive for small business but the product can still be used by any type of business.
  • Logging into the system is taking some time. It should be checked to see what is going on inside the system.
  • The scheduled time which is sent via e-mail is not received on time. It may have some bug problems.
Barbara Johnson profile photo
  • Better documentation
  • Conversation Manager product should have ready to use solution blueprints segmented by verticals for ease of implementation
  • Historical analytic products could be improved and refreshed
  • Better support for open source products if used as part of a product offering. IE Elasticsearch, Cassandra etc.
eugene thai profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
Genesys PureEngage8.1
Based on 8 answers
Because Genesys PureEngage helps the company to reduce costs, improve sells, give to contact center more operation controls. Genesys invest a lot of money and effort every year to give the best way to their clients to improve the business and CX
No photo available

Usability

No score
No answers yet
No answers on this topic
Genesys PureEngage7.5
Based on 5 answers
Even if it is hard to learn Genesys PureEngage, you will love its flexibility and capabilities.
No photo available

Reliability and Availability

No score
No answers yet
No answers on this topic
Genesys PureEngage7.3
Based on 2 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

Performance

No score
No answers yet
No answers on this topic
Genesys PureEngage6.4
Based on 1 answer
works as expected
No photo available

Support

No score
No answers yet
No answers on this topic
Genesys PureEngage7.1
Based on 5 answers
Giving this rate especially for eServices support team which help us immediately and pin point the issue directly. Most of the time, we raised issue to genesys support regarding to social media, they're replied a solution or a way to get rid of the problem after sending initial response which means they cared about the case.
Serkan Kaya, MSc. profile photo

In-Person Training

No score
No answers yet
No answers on this topic
Genesys PureEngage7.4
Based on 2 answers
Because I learned a lot with the training. Was very helpful.
No photo available

Online Training

No score
No answers yet
No answers on this topic
Genesys PureEngage7.3
Based on 1 answer
Interesting webinars on relevant topic are being provided regularly. Th e webinars a often provided by Genesys and hosted by a very experienced product owner. In many occasions a customer is invited to share his / her experiences and best practices. Webinars can be watched at a later time for your convenience.
No photo available

Implementation

No score
No answers yet
No answers on this topic
Genesys PureEngage6.9
Based on 3 answers
Was difficult but very rewarding to see the final result.
No photo available

Alternatives Considered

We had many problems with a similar program in the organization and we decided we are interested in another software for time schedule and some of our customers recommended AgentTime Scheduler. We then used it for testing. Our first impression was positive about the software after spending 3 weeks and immediately we started to use it in the whole organization.
Barbara Johnson profile photo
PureEngage has perform as well or better than other platforms that I have currently used or am currently integrated with. I would say that PureEngage is sometimes on the more expensive side of things but you get what you pay for.
Alan Edwards profile photo

Scalability

No score
No answers yet
No answers on this topic
Genesys PureEngage7.3
Based on 1 answer
Some modules you can scale easily and others not
No photo available

Return on Investment

  • Customers experiencing sign-in problems.
  • Taking responses from our staff on time satisfies our customers.
  • The software is truly confidential and safe. This is first thing what we users are looking for and AgentTime has this.
Barbara Johnson 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

Pricing Details

AgentTime Scheduler

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

AgentTime Scheduler 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