What users are saying about

Genesys PureEngage

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Top Rated
125 Ratings
21 Ratings
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Score 7.9 out of 101

Genesys PureEngage

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Top Rated
125 Ratings
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Score 7.7 out of 101

Add comparison

Likelihood to Recommend

Aspect Workforce Management

While I think this software could provide value to any company, the value would be less for very small companies. If you have a call center with 50 agents or less, for example, the value just may not be worth the time and investment. Though this software can be utilized for off-phone employees, it is designed for the call center in mind. Therefore, if you just want software to manage back-office employees you would not need or benefit as greatly from having the entire Aspect Workforce Management suite.
Rachel Honeywood profile photo

Genesys PureEngage

PureEngage is a one-stop shop for mid to large size contact centers. The products available allows for interacting forecasting, reporting, real-time adherence, and agent skill management; all functions critical to the success of the contact center.
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Feature Rating Comparison

Contact Center Software

Aspect Workforce Management
Genesys PureEngage
7.4
Agent dashboard
Aspect Workforce Management
Genesys PureEngage
7.3
Validate callers
Aspect Workforce Management
Genesys PureEngage
7.6
Outbound response
Aspect Workforce Management
Genesys PureEngage
7.3
Call forwarding
Aspect Workforce Management
Genesys PureEngage
7.6
Click-to-call (CTC)
Aspect Workforce Management
Genesys PureEngage
6.9
Warm transfer
Aspect Workforce Management
Genesys PureEngage
7.3
Predictive dialing
Aspect Workforce Management
Genesys PureEngage
7.5
Interactive voice response
Aspect Workforce Management
Genesys PureEngage
7.9
REST APIs
Aspect Workforce Management
Genesys PureEngage
7.3
Call scripts
Aspect Workforce Management
Genesys PureEngage
7.1
Call tracking
Aspect Workforce Management
Genesys PureEngage
7.3
Multichannel integration
Aspect Workforce Management
Genesys PureEngage
8.1
CRM software integration
Aspect Workforce Management
Genesys PureEngage
7.3

Workforce Optimization (WFO)

Aspect Workforce Management
Genesys PureEngage
7.3
Inbound call routing
Aspect Workforce Management
Genesys PureEngage
8.1
Omnichannel inbound routing
Aspect Workforce Management
Genesys PureEngage
7.8
Recording
Aspect Workforce Management
Genesys PureEngage
6.8
Quality management
Aspect Workforce Management
Genesys PureEngage
7.1
Call analytics
Aspect Workforce Management
Genesys PureEngage
7.1
Historical reporting
Aspect Workforce Management
Genesys PureEngage
7.3
Live reporting
Aspect Workforce Management
Genesys PureEngage
7.4
Customer surveys
Aspect Workforce Management
Genesys PureEngage
6.5
Customer interaction analytics
Aspect Workforce Management
Genesys PureEngage
7.2

Pros

  • Scheduling: The software not only provides ways to perform bulk scheduling and quick changes to hundreds (or thousands) of individuals at a time, it also provides optimizers for breaks, meetings, and projects; as well as shift and request bids, and a request management feature that allows automatic scheduling of vacation like segments without any user intervention after the initial setup.
  • Forecasting: The software provides many different ways to forecast. You can use user-supplied data or historical patterns. In addition, you can perform as many 'what-if' scenarios are you like to see how changes will affect your forecast and see how real-time schedule changes will impact the intra-day forecast before proceeding.
  • Adherence: The software provides several different adherence views. You can utilize RTA (Real-Time Adherence) to see what states your agents are in on the phone, as well as if they are adhering to their schedules. In addition, you can also access reports and a real-time comparison of schedules to ACD states in the core software. Agents are also able to see their historical adherence reports within a web based client, Empower.
  • Reporting: The software has a multitude of reports which can be set up with a feature called autorun to be automatically e-mailed or exported to a directory however often you need them to be. The filtering capabilities are vast, and if you have crystal reports you can create your own custom reports as well.
  • Security: The security features in the software are very detailed and advanced. Almost everything can be locked down, even the smallest of features. For example, if you do not want an agent to see bereavement in a schedule you can lock that. As many profiles can be created as are necessary.
  • Empower: The Empower module is a web-based application that provides wonderful functionality for agents and supervisors alike. Agents can view their schedules and make requests for schedule changes. They can also see their adherence, and even their personal account balances.
Rachel Honeywood 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.
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Cons

  • Due to the level of detail offered via statistics this program can become overwhelming for new users and especially upper management who just needs to see the highlights.
No photo available
  • There are no cons as far my journey with Genesys so far
  • Genesys has always been competitive with the current trend and always up-to date. When the sudden raise of Cloud technologies evolved in the market - Genesys has come with the Pure Connect and Pure Cloud Platforms. It has also started implementing the Artificial Intelligence technology integration with Genesys.
sivaram anem profile photo

Likelihood to Renew

Aspect Workforce Management8.5
Based on 6 answers
If I were in a position to use this type of software again, Aspect would be at the top of my list. The biggest factors I would consider would be the size and culture of the call center where it would be used.
No photo available
Genesys PureEngage8.2
Based on 10 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

Aspect Workforce Management8.0
Based on 1 answer
Once the initial set up of the software is complete and/or you are familiar with the software, it is easy to use and runs like a dream. However, if you are unfamiliar with the software or have used a competitor's product, some features can seem difficult to learn or get used to.
Rachel Honeywood profile photo
Genesys PureEngage7.5
Based on 8 answers
Most of the thin GUI applications are not mobile friendly with the exception of Genesys Widgets. The legacy framework needs to be refactored with a modernized design principles to allow for more scaleable fault tolerant architecture.
eugene thai 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

Performance

No score
No answers yet
No answers on this topic
Genesys PureEngage6.8
Based on 2 answers
works as expected
No photo available

Support

Aspect Workforce Management8.0
Based on 1 answer
I was impressed with the support I received. There were never any long delays when I had issues and the representatives that I worked with were always patient and eager to fully understand not only my problem but our business processes surrounding the problem.
No photo available
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

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.
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Implementation

Aspect Workforce Management9.0
Based on 1 answer
Implementation of the software was not difficult but it was tedious for us due to the fact that our processes had not kept up with the times and we had to make a large number of process changes along with setting up the software.
No photo available
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

One of the primary reason why we selected Aspect eWFM solution was because of the scenario based modeling functionality. In other solutions (such as IEX, Blue Pumpin..etc) this functionality is not available. In our industry it was critical to be able to use scenario based modeling and quickly react the call volume spikes.
FERENC CSATLÓS; MBA, PMP profile photo
Genesys is miles ahead of other call center systems, such as PIPKINS. The detail of reports, the ease of scheduling and processing time off, the routing structure, and real time reporting is at a much higher level than PIPKINS has ever been at. The amount of time PureEngage saves just in daily workload alone is huge when compared to doing the same work in PIPKINS
Isaiah Perez profile photo

Scalability

No score
No answers yet
No answers on this topic
Genesys PureEngage7.3
Based on 2 answers
Some modules you can scale easily and others not
No photo available

Return on Investment

  • The workforce management team was able to decrease the cycle time forecasting, staffing and scheduling staff; resulted in higher employee engagement
  • The scenario based planning enabled us to develop a more accurate call volume forecast thus staffing the contact centers appropriately; approximately $500k savings realized in labor expenses (reduced FTE headcount, while meeting the same level of service level measures)
  • Improved customer experience due to staffing the call center properly (answered 80 percent of our calls within 20 seconds)
FERENC CSATLÓS; MBA, PMP profile photo
  • Utilizing Genesys Contact Center Portfolio has added increased employee efficiency, providing better availability to customer demands which in turn has increased customer satisfaction.
  • Utilizing Genesys Contact Center Portfolio has added increased management efficiency, automating resource planning and scheduling and providing management more time to focus on other important tasks.
Sharon Woodard profile photo

Pricing Details

Aspect Workforce Management

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

Aspect Workforce Management 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