Reviews (1-25 of 118)
- It is a mature enough solution that can satisfy most well-known requirements for voice self-service
- It is a cost-effective IVR platform that will for sure satisfy your business specific requirements
- It is using modern based technologies of web based architecture but with voice platform
- Genesys platform is powerful, high available and fault tolerance as it consists of decoupled software components that constitute a robust voice processing platform.
- I think creating an integrated service that helps implementing TTS and ASR functionality from Genesys them selves will be a great feature. Currently the integration of Genesys Voice Platform with third-parties of TTS and ASR engines is difficult as I think. We face some difficulties when we implemented it.
- In the Arab region, specifically the Middle East region; there is a need to be able to create new and custom grammars for Arabic language ... this will be a great feature that helps Arabic community who are using Genesys platform with Genesys Composer.
- As Genesys Administrator is a web-based GUI to manage, create and monitor Genesys applications and solutions. It will be very good to add a new screen/tab for GA to manage the prompts replacement and versioning of live IVR applications, and another one to manage IVR applications versions and history.
Large and enterprise environments like telecom operators and Government self service departments.
Less appropriate examples:
Small businesses with low calls rate.
- Rather robust and mature SIP stack allows simple integrations with telephone infrastructure.
- Powerful and flexible outbound engine.
- Allows voice, e-mail, chat, SMS interaction to be handled similar way with the unified metadata attached to those interaction allows to identify customer interaction history and thus better serve requests.
- CCPulse out of the box reporting application fits to the common CC business use cases with not so much customization which can be achieved without programming.
- Good API interface allows 3rd party integrations if necessary.
- Powerful routing engine.
- PBX capabilities (numbering plans, provisioning, centralized phones control, etc.) are not so good.
- Recording architecture can be better.
- Too open architecture sometimes makes supporting more difficult as customer has to apply to different vendors to support different CC subsystems (e.g. Microsoft/Oracle for DB support, HP for hardware, etc.).
For small contact centers and with customers only focused on voice channels, it is advisable to not suggest Genesys Engage as its cost will be on the higher size--PureConnect can be recommended there.
- I like the product that's why we have changed from IN-IN (former name of Genesys PureConnect) to Genesys PureEngage.
- The services we're taking from the vendor is also satisfying.
- Genesys Support is also good.
- Genesys support side took some time to solve issues, maybe it can be improved.
- Other than this, real-time reporting should be improved as well, CCPulse or Pulse isn't efficient for us.
- License price
Genesys PureEngage is our call center suite and being used across the board.
- Handle voice interactions - customers initiate calls and get delivered to call center agents based on customer intent
- Handle non-voice interaction - chat, email, SMS etc. interactions from customers to bot or real agents
- Manage customer journey for entire conversation
- Realtime and historical reporting
- Rich functionality and features
- Product can be customized to meet different business demands
- Documentation and technical support are well organized
- Hardware demand is high for enterprise. The move moment towards cloud infra is the better strategy
- Some core applications such as configuration DB, TServer etc. are not natively support active-active running mode across multiple data centers
- Real time latency across data centers is always a concern. Not sure if it can get better when migrate apps in cloud
- Fewer problems when installation is well done.
- Customer care support.
- Documentation could be more friendly.
- Some configurations could be easier to do in GIR (Genesys interaction recorder) for example.
- Have more free content for beginners to learn it.
- It does well in its entire structure.
- In addition to voice, inbound and outbound solutions
- As well as e-service solutions such as chat and email.
- Improve the interactive insights reporting interface to make it more user-friendly for the novice.
- That Pulse on your interface may be more like CCPulse in delivering online statistics. It is difficult since it is more thought of as a dashboard.
- Improve the connection of ETL jobs in the GIM Manager.
- Ease to copy existing objects when adding new users, groups, etc.
- Variety of tools to administer the environment (legacy and new)
- Consolidation of all capabilities into each management tool--some functions are available in one tool but not another
- Tighter integration of Genesys-acquired apps (namely iWD, GMS) into the overall solution--currently they seem very bolted-on instead of baked-in.
- iWD is too scattered across GRE, Composer, and objects--there needs to be a more consistent flow of logic within fewer areas (not jumping through different apps to perform actions)
- Communication with Salesforce tickets and working on a resolution with high priority tickets.
- Resources of knowledgeable people to assist with growing and upgrading our system.
- Many articles for a self-teaching knowledge base if you want to try something on your own.
- There are some key features more specific to Genesys email that need improvements that did not come out of box, such as being able to complete multiple emails at once, threading emails, and how many emails you are able to view regardless of the actual quantity.
- We recently had a Designer upgrade, but we are still missing the functionality of not being able to schedule meeting times - we still have to manually change the flag for the meeting start and end.
- GCXI is not as consistent as I would hope, lots of trial and error with different values with very little description for the separate options. Instead of pre-selecting which values would work with the type of report, it shows all and you have to try each one and wait for it to error out.
We had ECRM previously, where you handled emails completely differently; I personally don't see a difference in productivity between Genesys and CRM, as neither had threading. At least you could switch email boxes yourself in CRM whereas now with Genesys you have to wait for an admin to skill you for that.
- Powerful: It can be used for very large organizations
- Modular: Adaptable to different needs
- Complex architecture: Some modules are made up of many components
- Infrastructure requirements
- High learning curve for the end user
Genesys Engage can do many things simultaneously and all well. It is very well suited to handle interactions through many different channels. It provides a centralized point for managing the resources of a contact center.
I consider it less appropriate for small companies. They do not normally have the resources of all kinds necessary to implement, use, manage, or maintain a solution like Genesys Engage.
- Comfortable integration with other systems
- This is important for the bank, as we work with different programs. Conveniently, the client card is automatically pulled up with full information from our software. Our employees no longer spend time searching for customer information outside.
- Genesys PureEngage saves customers' time.
- We do not ask unnecessary questions, as before when we used other solutions. We immediately see which version of our application clients use. The integration of generic answers that Genesys provides is very helpful. Now we can send files to clients. Conveniently, the history of correspondence can be opened in a separate window, rather than flipping through the entire dialogue.
- Creation of a single voice of the bank in all channels
- Omnichannel multi-site contact center with outbound campaigns
- Ability of adding different dashboards to the screen
- There is no way to initiate tickets to clients.
- Consider PBX integrations for non-agent workplaces.
- No ability to edit sent messages
- In case of closing the browser, the ticket continues to be in the work of the employee. There is no possibility to redistribute it. The ticket returns to the queue automatically, after a while.
- Integration with SRM
- Dialing tools
- Handling different interaction types simultaneously
- Genesys needs to pick up the pace with application upgrades. We see more and more issues with Genesys applications falling behind the operating systems versions. We need more apps to be ready for the latest server OC models. There is a lag.
- There seems to be constant unrest with the management application platform, CME, SCI, Genesys administrator, GAX, then GAX plugins, then a move away from plugins. We would like one stable management platform that encompasses ALL aspects of management within the contact center.
- Real-time reporting deficiencies with Genesys pulse web. this application cannot live up to CCPulse with respect to flexibility of views. Pulse web was a plugin now it's not a plugin any longer. constant movement, we finally get pulse web plugin onto production, 6 months later these something supposedly better.
- Data integration - Flexible SDKs/APIs
- High Availabiliy and Redundancy of components.
- Configuration management is clean and simple to follow.
- 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.
While the main users of the platform are the team members at our Client Care, it is also in use throughout the enterprise for smaller phone or chat needs.
Genesys PureEngage Cloud allows us to consolidate all customer interactions coming in to our queues into one experience and one customer journey, with the data to track it all.
- Interaction routing
- Integration of different available elements
- Speech analytics
- Genesys customer care is quite siloed and often speaks in very technical jargon to end business users
- Workforce Management is not HTML5 enabled
- Reporting in Designer and Speechminer is in UTC time zone, which is not relevant to everyone else.
It is less appropriate for teams that take customer calls but who don't want to function like a call centre in some capacity. PureEngage is very much meant for call centre mindsets, and you have to do things like change your availability status when you leave your desk, etc.
- Provides consistent customer experience across all channels
- Completeness of the suite and offered tools
- Full API and ready adapters for major CRM or other type applications
- Platform-agnostic solution
- Complexity on delivery
- Administration cost
We mostly use the routing strategies for voice calls and the Infomart solution for data analysis.
- Data, data, data! The Infomart solution is our holistic data solution for the contact center. It tracks the interaction from A to Z and provides the organization with a complete view of its call center interactions.
- Ease of use. It's so easy to develop, to configure, or just view the objects in the product.
- Standard integration with WS, DB, and other third-party apps.
- From recent versions, the real-time monitor is an up to date UI, with enhanced features to the classic engine of the stat server and ccpulse.
- Pricing. Unfortunately, many of the areas that can be covered by a complete contact center solution were taken by small vendors and products, primarily because of the high prices.
- Multimedia, social networks, desktop solutions, and even dialer & callback solutions are integrated into the main CTI environment in a way that makes it hard to analyze and sometimes reduces efficiency.
- Callback and VHT solution. It's about time they provide a better solution for this, based on a clear product strategy and without the need to be a scientist to understand it and manage it properly.
- Come to us more. I hardly see Genesys professionals in Israel.
If the organization doesn't have an in-house IT department, then I probably wouldn't recommend Genesys as a contact center solution.
- The Intelligent Automation product is very useful, it's allowed us to double our automation performance in the past year working with our existing integration points.
- The attached data model is very useful for enhancing our core data set with contact info and provides a great view of performance.
- The universal desktop product has helped us launch additional channels with a large number of advisors with minimal training overhead, once they'd been trained in one channel cross-skilling to others is easy.
- Some of the products are only loosely integrated at the moment - causing us some common mistakes with things like typos between systems causing things to go wrong.
- Some of the limitations in terms of licenses or ports feel arbitrary, and we don't have views available when we're reaching capacity limits in these areas.
- We've used a third-party workforce management solution (NICE) which causes us some complexity! your third party integration could be better in some cases, although I understand the commercial reasons for favoring your own offering.
- I like the Dashboard where the key features that I use are available in easy to read links.
- There is a wealth of Genesys application and framework knowledge available through PureEngage. Things I never even thought to ask about are covered in a complete user manual, installation manual and sometimes troubleshooting or development manuals.
- The latest software applications are available for download, with easy to find release documentation—a must-read for upgrade projects!
- The Knowledge search has a low hit score when looking for specific errors or application configurations. It would be great if error message phrases were indexed to the correct instruction manual.
- I get excited to read about user issues that were resolved, and I am really glad that PureEngage is including those incidents. However, too many times I find unanswered issues or issues with solutions having an inadequate explanation.
- Possibilities to integrate with a legacy system are easy
- You can customize the routing strategy in a lot of ways
- User Interface: Genesys Administrator is an old platform and is not user-friendly for configuration.
- Outbound is missing a lot of basic features and campaign administration is too complex for a business user.
- Sometimes Genesys is linked to third-party software that is not always stable.
1) Customer journey and contextual routing
2) Integration with a legacy system
2) User administration
- It scales particularly well in function, capacity, and geography.
- It has an integrated roadmap for all the major customer experience tools needed and a vision for what needs to be done in the future.
- It is a very open framework so it's possible to address virtually any use case or solution requirement.
- The licensing and revenue models are expensive and dated for a cloud economy player.
- The "one-stop-shop" approach does not resonate with cloud buyers, Engage has a tremendous framework on which to build enterprise-scale solutions but needs a more inclusive and pragmatic go to market approach.
- The transitional stage whilst Engage is being re-architected for Genesys cloud leaves a lot of uncertainty for premise-based customers and partners.
- Business cases
- Third party integration tools
- Customer experience oriented solution
- Proved how Genesys can save money
- Maturity of some features before releasing to the market and/or partners
- EOL features to be replaced at customer or partner cost
- Relationship between Genesys areas or departments (care, professional services, sales, c-level)
Genesys Engage Scorecard Summary
Feature Scorecard Summary
About Genesys Engage
Genesys Engage aims to help users manage both the customer and employee experience, across all channels, with the power of Artificial Intelligence and Machine Learning. Users can integrate their systems, which the vendor says can help organizations leverage their existing investments. The goal is to unify all customer-engaging teams—from marketing and sales through service and support--so that customers and employees have a smoother journey.
The vendor promises Genesys Engage is easy to use. It is designed enable rapid deployment, easy configuration and administration. Organizations can turn on new applications and services when needed.
Genesys Engage offers flexible deployment options. Businesses can choose their consumption model—cloud, on-premises subscription or perpetual on-premises licensing. The system also offers extensive customizability through open APIs and web standards. The vendor says users can extend capabilities to deliver operational efficiencies and a superior customer experience company-wide.
Genesys Engage Screenshots
Genesys Engage Integrations
Genesys Engage Competitors
Genesys Engage Technical Details
|Deployment Types:||On-premise, SaaS|
|Operating Systems:||Windows, Linux|
|Mobile Application:||Apple iOS, Android, Custom Push Service|