What users are saying about
5 Ratings
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Top Rated
219 Ratings
5 Ratings
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Score 6 out of 101

Genesys PureEngage

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Top Rated
219 Ratings
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Score 8 out of 101

Likelihood to Recommend

Eclipse CMS

if your organization's work is developing software with JAVA, this is definitely one of the candidates to consider.
Yaron Lavi profile photo

Genesys PureEngage

Genesys contact center suite is super powerful and can do anything a medium or lager contact needs however the cost is tremendous. It would not be feasible for smaller businesses. It would be nice to see a smaller suite of apps that would accommodate small to medium contact centers.
Steve Bagdanovich profile photo

Feature Rating Comparison

Contact Center Software

Eclipse CMS
Genesys PureEngage
7.7
Agent dashboard
Eclipse CMS
Genesys PureEngage
7.5
Validate callers
Eclipse CMS
Genesys PureEngage
7.9
Outbound response
Eclipse CMS
Genesys PureEngage
7.4
Call forwarding
Eclipse CMS
Genesys PureEngage
7.7
Click-to-call (CTC)
Eclipse CMS
Genesys PureEngage
7.5
Warm transfer
Eclipse CMS
Genesys PureEngage
7.6
Predictive dialing
Eclipse CMS
Genesys PureEngage
7.5
Interactive voice response
Eclipse CMS
Genesys PureEngage
8.0
REST APIs
Eclipse CMS
Genesys PureEngage
7.6
Call scripts
Eclipse CMS
Genesys PureEngage
7.4
Call tracking
Eclipse CMS
Genesys PureEngage
7.8
Multichannel integration
Eclipse CMS
Genesys PureEngage
8.2
CRM software integration
Eclipse CMS
Genesys PureEngage
7.4

Workforce Optimization (WFO)

Eclipse CMS
Genesys PureEngage
7.4
Inbound call routing
Eclipse CMS
Genesys PureEngage
8.1
Omnichannel inbound routing
Eclipse CMS
Genesys PureEngage
8.0
Recording
Eclipse CMS
Genesys PureEngage
7.0
Quality management
Eclipse CMS
Genesys PureEngage
6.9
Call analytics
Eclipse CMS
Genesys PureEngage
7.3
Historical reporting
Eclipse CMS
Genesys PureEngage
7.5
Live reporting
Eclipse CMS
Genesys PureEngage
7.4
Customer surveys
Eclipse CMS
Genesys PureEngage
7.2
Customer interaction analytics
Eclipse CMS
Genesys PureEngage
7.4

Pros

Eclipse CMS

  • It is the mainly used IDE for JAVA developers.
  • It has good integration with most source control software products like Perforce, GIT, RTC or even TFS.
  • Relatively nice user interface.
Yaron Lavi profile photo

Genesys PureEngage

  • VHT as a stand alone model can be easily plugged into to the current call routing with minimal changes and it works like charm.
  • Platform SDKs are a powerful tool that help integrate with other third party solutions or to build custom made applications.
  • The whole routing solution is amazing . With user friendly composer, you have the option of building both VRUs and routing strategies. And, they are very easy to deploy.
  • The level of details for report customization is another strong point.
Suresh K.S Kumar profile photo

Cons

Eclipse CMS

  • The IDE is clunky, hard to get around.
  • Quite a steep learning curve.
Yaron Lavi profile photo

Genesys PureEngage

  • Difficult to build complete end-to-end automation of deployment.
  • Genesys Framework Alerting functionality is flexible, but overly complicated to manage. Needs ability to mass deploy alerts.
  • SIP server feature functionality feels limited and requires using router to build in what in many switches are basic functions.
Mike Bailey profile photo

Likelihood to Renew

Eclipse CMS

No score
No answers yet
No answers on this topic

Genesys PureEngage

Genesys PureEngage 7.1
Based on 14 answers
It's the best product with customizations that fit our organisation. It is easy to upscale and is innovative. It has easy integrations with different back end and front end platforms and off the shelf integration of VoIP with a number of SBCs.
Apostol Savu profile photo

Usability

Eclipse CMS

No score
No answers yet
No answers on this topic

Genesys PureEngage

Genesys PureEngage 7.1
Based on 9 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

Support

Eclipse CMS

No score
No answers yet
No answers on this topic

Genesys PureEngage

Genesys PureEngage 7.0
Based on 11 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

Eclipse CMS

No score
No answers yet
No answers on this topic

Genesys PureEngage

Genesys PureEngage 7.2
Based on 7 answers
Implementation on Genesys PureEngage is rather complex. Implementation needs specialized Genesys Professionals and resources, in-house or contractors, who are able to implement the platform and be able to integrate with other in-house or COTS systems. The design and discovery phase is also very important at the beginning.
Apostol Savu profile photo

Alternatives Considered

Eclipse CMS

Yaron Lavi profile photo

Genesys PureEngage

Our original call center routing was done through Avaya. We still use it on the back end and from what I can tell, Genesys vastly improves upon their offering. We are able to do so much more with the customization that Genesys allows. Anything you can think of, you can probably do with a Genesys solution.
Robert D'Alessandro profile photo

Return on Investment

Eclipse CMS

  • It streamlined the development work.
  • Same training can be applied to all developers.
  • Relatively modern IDE that facilitates faster implementation times.
Yaron Lavi profile photo

Genesys PureEngage

  • 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

Screenshots

Pricing Details

Eclipse CMS

General

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

Genesys PureEngage

General

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

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