What users are saying about

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Top Rated
105 Ratings

Aspect Workforce Management

20 Ratings
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Score 7.7 out of 101

Genesys PureEngage<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>

Top Rated
105 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 7.6 out of 101

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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

Currently there is no other product that comes close to the features and functionality of Genesys PureEngage. It provides a seamless ability to blend multiple work channels across groups of agents and provides great analytics and insights into the efficiency of contact centre and back office operations. If your business relies on detailed accurate real time and historical reporting of contact centre metrics, this is the product for you.
James Cowan profile photo

Feature Rating Comparison

Contact Center Software

Aspect Workforce Management
Genesys PureEngage
7.5
Agent dashboard
Aspect Workforce Management
Genesys PureEngage
7.2
Validate callers
Aspect Workforce Management
Genesys PureEngage
7.3
Outbound response
Aspect Workforce Management
Genesys PureEngage
7.6
Call forwarding
Aspect Workforce Management
Genesys PureEngage
7.8
Click-to-call (CTC)
Aspect Workforce Management
Genesys PureEngage
7.4
Warm transfer
Aspect Workforce Management
Genesys PureEngage
7.6
Predictive dialing
Aspect Workforce Management
Genesys PureEngage
7.7
Interactive voice response
Aspect Workforce Management
Genesys PureEngage
8.0
REST APIs
Aspect Workforce Management
Genesys PureEngage
7.7
Call scripts
Aspect Workforce Management
Genesys PureEngage
6.7
Call tracking
Aspect Workforce Management
Genesys PureEngage
7.3
Multichannel integration
Aspect Workforce Management
Genesys PureEngage
8.2
CRM software integration
Aspect Workforce Management
Genesys PureEngage
7.5

Workforce Optimization (WFO)

Aspect Workforce Management
Genesys PureEngage
7.5
Inbound call routing
Aspect Workforce Management
Genesys PureEngage
8.0
Omnichannel inbound routing
Aspect Workforce Management
Genesys PureEngage
8.0
Recording
Aspect Workforce Management
Genesys PureEngage
6.9
Quality management
Aspect Workforce Management
Genesys PureEngage
7.0
Call analytics
Aspect Workforce Management
Genesys PureEngage
7.4
Historical reporting
Aspect Workforce Management
Genesys PureEngage
7.8
Live reporting
Aspect Workforce Management
Genesys PureEngage
7.4
Customer surveys
Aspect Workforce Management
Genesys PureEngage
7.7
Customer interaction analytics
Aspect Workforce Management
Genesys PureEngage
7.3

Pros

  • Great user interface, easy to maneuver
  • The support/help functionality integrated into the application is very easy to use. From every function, overlaying support to website accessibility - very easy for users
  • The in depth details you can get from eworkforce, for forecasting you can predict and include so much detail. Makes it extremely simple to build very intricate models
Roy Huron profile photo
  • Blending of multiple incoming channels (Voice, Email, Back Office) is key to keeping a good variety of work to our agents and keeping them engaged and occupied.
  • PureEngage is a mature and resilient product. It has provided us with 99.999+% availability over the last 6+ years.
  • The ability to distribute back office work via Genesys iWD has allowed us to get terrific insight into the metrics for this previously not-tracked work.
James Cowan profile photo

Cons

  • I'm big on visuals, so I think the color scheme/font could be better - with all the money that went in to this application, a few more dollars could be used to make it look more appealing
  • Quick access, instead of launching x y z to get in. If it was easier on click to get in, it would have been great.
Roy Huron profile photo
  • Some of the newer interfaces developed for PureEngage are not yet as mature as the older interfaces. Often a you can use a new interface for 90% of features but also need to leave legacy interfaces in place for the remaining 10%.
  • Licencing of the product is complex and inflexible. It is not possible to change one licence type for another (e.g. email to web chat) as business needs evolve.
  • Costs for maintenance and ongoing support increase over time. The vendor adds an arbitrary percentage to the cost of support each year that is in no way linked to inflation or any other price index. I know they are not the only IT vendor to do this (milking existing customers for more money each year for the same products) but it seems to punish brand loyalty rather than reward it. This will be the single biggest driver of customers away from the product over time. For any new customer thinking about PureEngage, make sure you calculate TCO over a number of years.
James Cowan profile photo

Likelihood to Renew

Aspect Workforce Management8.5
Based on 6 answers
- Support staff is knowledge and react quickly to client needs- The Aspect team is always looking to improve their products; collect voice of the customer information and incorporate it into their product development.
FERENC CSATLÓS; MBA, PMP profile photo
Genesys PureEngage8.1
Based on 8 answers
rich feature Contact Center Technology platform
eugene thai profile photo

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 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

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 PureEngage7.1
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

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

Alternatives Considered

Definitely the most intricate workforce tool out there, no others stack up, and this has the most in depth detail
Roy Huron profile photo

Save Costs Without Compromising Capability

No photo available

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

  • Staffing cost
  • Identifying gaps in the day, using intra-days to map out and foresee trouble areas and plan for them
  • Cross functioning teams, using the tools this application has to help manage different LOB's
Roy Huron 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

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