Genesys Engage Reviews

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Score 8.4 out of 100

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Reviews (1-25 of 101)

Farouq Mousa | TrustRadius Reviewer
December 25, 2019

Genesys has Inspired Us to Deliver Best Customer Experience

Score 10 out of 10
Vetted Review
Verified User
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Future Planned Uses

  • Jawwal has an idea to implement IVVR (Interactive Voice Video Response) as a new marketing channel for Jawwal products.
  • Using it with Genesys eServices like e-mail or e-chat.
  • Genesys Social Media Management Solution.
  • Jawwal is thinking to become a re-seller of services that it can provide to their customers as a new revenue stream.
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Oren Zaguri | TrustRadius Reviewer
November 15, 2019

Genesys PureEngage - My point of view.

Score 10 out of 10
Vetted Review
Verified User
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Future Planned Uses

  • I would love to see Genesys involved in all aspects of customer relations, and customer journey.
  • I would want to have a dynamic machine learning solution that will optimize the routing strategies to the optimum.
  • I would be happy to see some automation solutions for both the backend and the frontend service centers.
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Sean Maddison | TrustRadius Reviewer
November 12, 2019

5 stars, would invest again!

Score 9 out of 10
Vetted Review
Verified User
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Future Planned Uses

  • We plan on building in Natural Language Understanding to improve our automation and routing.
  • We also plan to build chatbot style solutions too.
  • We're also looking into task distribution and call scripting later down the line.
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Jose Leon | TrustRadius Reviewer
October 22, 2019

You won't regret using PureEngage

Score 10 out of 10
Vetted Review
Verified User
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Future Planned Uses

  • Use workforce management to increase productivity.
  • Use latitude to improve our strategies.
  • Use CX contact to increase your contact ratio and be more productive.
  • Becoming multi-channel with more Genesys solutions.
  • In the near future start to use AI.
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Anonymous | TrustRadius Reviewer
February 10, 2020

Review of Genesys PureEngage

Score 8 out of 10
Vetted Review
Verified User
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Future Planned Uses

  • Chatbots
  • Predictive routing more in the future
  • CX Contact transition and building outbound email applications
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Anonymous | TrustRadius Reviewer
October 11, 2019

Genesys PureEnage, A Cut Above the Competition!

Score 10 out of 10
Vetted Review
Verified User
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Future Planned Uses

  • We will be implementing Genesys Workspace Desktop Edition in Q2 this year to replace our in house built agent desktop.
  • We are also exploring the possibility of deploying chatbots in our organization to further improve service and customer delight.
  • We have plans to customize Pulse to better display external metrics, such as case data from Salesforce.
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Feature Scorecard Summary

Agent dashboard (81)
7.6
Validate callers (68)
7.9
Outbound response (73)
7.5
Call forwarding (63)
7.8
Click-to-call (CTC) (59)
7.7
Warm transfer (78)
7.7
Predictive dialing (60)
7.6
Interactive voice response (81)
8.1
REST APIs (75)
7.7
Call scripts (56)
7.5
Call tracking (76)
7.9
Multichannel integration (77)
8.2
CRM software integration (78)
7.5
Inbound call routing (71)
8.2
Omnichannel inbound routing (65)
8.0
Recording (55)
7.1
Quality management (58)
7.0
Call analytics (61)
7.3
Historical reporting (73)
7.7
Live reporting (73)
7.5
Customer surveys (47)
7.5
Customer interaction analytics (54)
7.6

About Genesys Engage

Genesys Engage (formerly PureEngage) is the Genesys Customer Engagement Platform for the enterprise. It is designed to be flexible for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations.

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 Features

Contact Center Software Features
Has featureAgent dashboard
Has featureValidate callers
Has featureOutbound response
Has featureCall forwarding
Has featureClick-to-call (CTC)
Has featureWarm transfer
Has featurePredictive dialing
Has featureInteractive voice response
Has featureREST APIs
Has featureCall scripts
Has featureCall tracking
Has featureMultichannel integration
Has featureCRM software integration
Has featureAutomatic speech recognition (ASR)
Has featureNatural language processing for IVR
Has featureCommunications forecasting
Workforce Optimization (WFO) Features
Has featureInbound call routing
Has featureOmnichannel inbound routing
Has featureRecording
Has featureQuality management
Has featureCall analytics
Has featureHistorical reporting
Has featureLive reporting
Has featureCustomer surveys
Has featureCustomer interaction analytics
Omnichannel support Features
Has featureEmail
Has featureVoice (phone)
Has featureVoIP
Has featureSMS/Text
Has featureVideo channel
Has featureLive chat channel
Has featureCo-browse
Has featureScreen-share
Has featureSocial media channels
Has featureMobile applications
Predictive Analytics Features
Has featureIntelligent call routing
Has featureChatbots
Has featureAI assistance for live agents
Additional Features
Has featureVoice Routing
Has featureWeb Chat
Has featureEmail Response
Has featureSMS
Has featurePredictive Web Engagement
Has featureWork Item Prioritization and Routing (iWD)
Has featureSkills DNA for skills assessment and analysis

Genesys Engage Screenshots

Genesys Engage Integrations

Salesforce.com, SAP, Oracle

Genesys Engage Competitors

Genesys Engage Technical Details

Deployment Types:On-premise, SaaS
Operating Systems: Windows, Linux
Mobile Application:Apple iOS, Android, Custom Push Service