What users are saying about

Genesys PureEngage

Top Rated
95 Ratings

AgentTime Scheduler

2 Ratings
Score 8.7 out of 101

Genesys PureEngage

Top Rated
95 Ratings
Score 7.6 out of 101

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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

They are able to scale to enterprise levels. That is the biggest benefit of Genesys, and frankly, their organizational maturity has continuously evolved over the years to the point where they likely are one of the best in the market. I have limited visibility into other competitive products, but thanks to my company, they are approaching 'best in breed' for this type of product.
Peter Nilsson profile photo

Feature Rating Comparison

Contact Center Software

AgentTime Scheduler
Genesys PureEngage
7.4
Agent dashboard
AgentTime Scheduler
Genesys PureEngage
7.3
Validate callers
AgentTime Scheduler
Genesys PureEngage
6.7
Outbound response
AgentTime Scheduler
Genesys PureEngage
7.5
Call forwarding
AgentTime Scheduler
Genesys PureEngage
7.3
Click-to-call (CTC)
AgentTime Scheduler
Genesys PureEngage
7.3
Warm transfer
AgentTime Scheduler
Genesys PureEngage
7.1
Predictive dialing
AgentTime Scheduler
Genesys PureEngage
7.5
Interactive voice response
AgentTime Scheduler
Genesys PureEngage
8.0
REST APIs
AgentTime Scheduler
Genesys PureEngage
7.7
Call scripts
AgentTime Scheduler
Genesys PureEngage
6.4
Call tracking
AgentTime Scheduler
Genesys PureEngage
6.7
Multichannel integration
AgentTime Scheduler
Genesys PureEngage
8.5
CRM software integration
AgentTime Scheduler
Genesys PureEngage
8.0

Workforce Optimization (WFO)

AgentTime Scheduler
Genesys PureEngage
7.7
Inbound call routing
AgentTime Scheduler
Genesys PureEngage
8.1
Omnichannel inbound routing
AgentTime Scheduler
Genesys PureEngage
8.5
Recording
AgentTime Scheduler
Genesys PureEngage
7.0
Quality management
AgentTime Scheduler
Genesys PureEngage
7.3
Call analytics
AgentTime Scheduler
Genesys PureEngage
7.8
Historical reporting
AgentTime Scheduler
Genesys PureEngage
7.8
Live reporting
AgentTime Scheduler
Genesys PureEngage
7.7
Customer surveys
AgentTime Scheduler
Genesys PureEngage
7.8
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
  • There should be more practical examples about how to use functionalities.
  • It's difficult to know how many licenses are we using.
  • Processes of learning, implementing, controlling and managing features are expensive.
Raúl Cascallana Nistal profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
Genesys PureEngage8.1
Based on 8 answers
rich feature Contact Center Technology platform
eugene thai profile photo

Usability

No score
No answers yet
No answers on this topic
Genesys PureEngage7.5
Based on 5 answers
For our agents and supervisors PureEngage's usability is pretty good, but to our technical team it's complex because there is a lack of of documentation.
Rui Palma profile photo

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
Support is really doing its best and focused on resolving the issue.
No photo available

In-Person Training

No score
No answers yet
No answers on this topic
Genesys PureEngage7.3
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
Genesys has more functionalities that can be applied in our organization. The possibilities it offers are immense.Routing strategies and subroutines can be very complex.Genesys PureEngage offer a lot of functionalities.The team of Genesys is integrated by great professionals and they have an extensive experience in the sector.
Raúl Cascallana Nistal 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
  • Genesys has reduced the need for our agents to ask customers for their account numbers again when they exit the IVR for agent assisted service, lowering Average Handle Time (AHT) and costs per call and increasing customer satisfaction.
  • Genesys has made it easier for agents to identify the type of call they are handling as well as the customer's account information with the attached data passed to them in Interaction Workspace. Bilingual agents can see the call type in Interaction Workspace and know whether to greet the customer in Spanish/Mandarin/Cantonese or in English.
  • Using Genesys has allowed us to retire legacy, end-of-life, proprietary, stand-alone, on-premise PBX phone systems with integrated Genesys SIP servers hosted in data centers transmitting calls phone via VoIP across our existing data network. The result has been reduced CAPEX and lower operational risk.
  • Genesys skills-based routing has allowed us to quickly deploy agents with defined skill-sets at any location within the Genesys contact center footprint with no additional user administration needed. The result has been a much quicker response in disaster recovery situations, lowering operational risk and increasing customer satisfaction.
No photo available

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