Genesys Engage Reviews

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Score 8.3 out of 100

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Reviews (1-3 of 3)

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October 30, 2018
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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In-Person Training

9
Because I learned a lot with the training. Was very helpful.
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November 04, 2017
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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In-Person Training

7
Good training, but on limited locations. You can almost only follow trainings in europ in the UK and in Germany. Uk location is relatively difficult to get to and on a exppensive location. The content of the training is good, supplied training material is okay, but sometimes a bit outdated. When you follow a training it is most likely because of a recent purchase which is uasually the latest version.
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Feature Scorecard Summary

Agent dashboard (93)
7.7
Validate callers (80)
8.1
Outbound response (86)
8.0
Call forwarding (76)
8.3
Click-to-call (CTC) (70)
8.1
Warm transfer (91)
8.1
Predictive dialing (72)
8.0
Interactive voice response (94)
8.3
REST APIs (85)
8.0
Call scripts (65)
7.9
Call tracking (88)
8.1
Multichannel integration (89)
8.3
CRM software integration (89)
7.8
Inbound call routing (85)
8.4
Omnichannel inbound routing (77)
8.3
Recording (67)
7.5
Quality management (69)
7.3
Call analytics (75)
7.8
Historical reporting (87)
7.9
Live reporting (86)
7.9
Customer surveys (55)
7.8
Customer interaction analytics (63)
7.6

What is 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

Frequently Asked Questions

What is Genesys Engage?

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

What is Genesys Engage's best feature?

Reviewers rate Inbound call routing highest, with a score of 8.4.

Who uses Genesys Engage?

The most common users of Genesys Engage are from Enterprises and the Telecommunications industry.