Genesys Engage Reviews

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Score 8.4 out of 100

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Reviews (1-25 of 118)

Igor Korotovskikh | TrustRadius Reviewer
April 15, 2020

Genesys PureEngage is not a bad choice.

Score 8 out of 10
Vetted Review
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Likelihood to Recommend

Good for large Contact Centers especially when different communication channels and (or) outbound dialing is required. Good for the Contact Centers which have to be integrated to 3rd party applications. Not suited for smaller organizations when only voice is enough or companies with small IT departments as it requires special trained support staff.
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Sagar Shah | TrustRadius Reviewer
May 27, 2020

Genesys Engage Review

Score 10 out of 10
Vetted Review
Verified User
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Likelihood to Recommend

Genesys Engage will be best suited where a customer needs all the channels (Voice, Email, Chat, Social media) and has a decent contact center size.
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.
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Fang Li | TrustRadius Reviewer
May 08, 2020

Overall, Genesys call center suite is great, giving developers the opportunity to learn and grow

Score 8 out of 10
Vetted Review
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Likelihood to Recommend

Technical support has the expertise to assist during outages with troubleshooting etc. It is very important for a large scale company to get back to normal as quickly as possible. But, security and permissions for the configuration is so hard to manage.
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Anonymous | TrustRadius Reviewer
May 31, 2020

Robust solution worthwhile

Score 10 out of 10
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Likelihood to Recommend

Obviously, it is a robust solution for large companies, therefore it is more expensive according to the modules that the customer wants. Also, where the network is implemented, it must work perfectly and without latency so as not to affect the performance of the Genesys Engage components.
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Anonymous | TrustRadius Reviewer
April 28, 2020

Genesys Engage has been consistently great

Score 10 out of 10
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Likelihood to Recommend

Genesys Engage is well suited for medium to large businesses but less suited for small businesses. It is very customizable but is a large solution that requires many apps/servers and significant administration and troubleshooting. It does well for building many small contact centers just as well as large ones.
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Anonymous | TrustRadius Reviewer
February 14, 2020

Review from a 7-year user

Score 8 out of 10
Vetted Review
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Likelihood to Recommend

Genesys PureEngage is well suited for someone that really likes a customized system. Genesys has the ability to connect to a lot of different systems and interact with that data. It also has a lot of customized options within the system itself. I think Genesys could work on supporting the customer a little better. There have been instances where an issue pops up and the documentation to resolve the issue or find the resolution is nearly nonexistent.
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Anonymous | TrustRadius Reviewer
May 06, 2020

Great product for better interaction handling

Score 9 out of 10
Vetted Review
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Likelihood to Recommend

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.

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Anonymous | TrustRadius Reviewer
April 21, 2020

We recommend Genesys PureEngage!

Score 10 out of 10
Vetted Review
Verified User
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Likelihood to Recommend

Well suited for companies who have customers all around the world that need to support their customers 24 hours, 365 days without interrupting the customers' business. For such companies Genesys PureEngage will offer concrete business solutions and give many opportunities for business. Support system for Genesys PureEngage is also excellent for global business.
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Anonymous | TrustRadius Reviewer
March 02, 2020

PureEngage Review

Score 8 out of 10
Vetted Review
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Likelihood to Recommend

PureEngage is well suited for complex routing requirements. It is less suited for social media handling.
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Martín Stricker | TrustRadius Reviewer
January 30, 2020

A great tool to improve customer experience

Score 9 out of 10
Vetted Review
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Likelihood to Recommend

It's great for cases like ours, in which you need to optimize your overlook regarding the customer experience your support/call center is bringing. Medium size call centers will get an array full of tools that are always evolving. The price may be a little too much for some smaller companies.
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Serdar KAYA | TrustRadius Reviewer
January 28, 2020

CX is Genesys PureEngage

Score 10 out of 10
Vetted Review
Verified User
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Likelihood to Recommend

Previously, we were using IN-IN call center technology. After that, we moved and began to use Genesys Pure Engage. This is a big leap for us. The reason for this change was a refreshment on our IVR and routing ability. We got really good customer feedback after this change.
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Steve Bagdanovich | TrustRadius Reviewer
August 24, 2019

My Genesys PureEngage Review

Score 10 out of 10
Vetted Review
Verified User
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Likelihood to Recommend

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.
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Oren Zaguri | TrustRadius Reviewer
November 15, 2019

Genesys PureEngage - My point of view.

Score 10 out of 10
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Likelihood to Recommend

I recommend Genesys to anyone who has a contact center with more than 300 seats and has complex requirements for the implementation, such as multi-channel or data-driven decision-makers.
If the organization doesn't have an in-house IT department, then I probably wouldn't recommend Genesys as a contact center solution.
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Sean Maddison | TrustRadius Reviewer
November 12, 2019

5 stars, would invest again!

Score 9 out of 10
Vetted Review
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Likelihood to Recommend

A large-scale, company-wide migration was necessary for our business but it was, relatively speaking, painless. Almost all projects of that scale fail hard here, or drag on for years. The professional services support, product set and support we had helped us get through a huge migration on time, on a budget more or less and with a fully functional solution at the end of it. GIA was a fantastic replacement for our legacy IVR systems and is miles easier to use than our old products.
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Todd McCall | TrustRadius Reviewer
September 16, 2019

Empower your Enterprise through PureEngage: The Gateway of Knowledge for All-Things Genesys

Score 10 out of 10
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Likelihood to Recommend

Genesys is always enhancing the functionality of its products, such as Orchestration Routing Server or Composer. As with any application upgrade, you MUST read the revision documentation to ensure that the upgrade in your specific infrastructure will continue functioning normally. PureEngage Prem contains a complete list of all application release notes. JavaScript is a common tool for developers that is not part of the PureEngage resource suite. SCXML/VXML functionality and behavior is also a topic that is best relegated to a Google search.
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David Kime | TrustRadius Reviewer
August 16, 2019

Genesys PureEngage from a systems integrator

Score 7 out of 10
Vetted Review
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Likelihood to Recommend

Genesys PureEngage projects need to be properly qualified and a robust business case established. Provided this is done, PureEngage is a very flexible and potent platform for building CX solutions that genuinely differentiate clients in their customer engagement. The sweet spot tends to be businesses with several hundred customer service representatives who want to service customers on multiple channels and leverage their other ERP platforms (e.g. CRM, order management, campaign management) to enhance service delivery.
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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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Likelihood to Recommend

The predictive dialer is very useful for larger campaigns, making it easier to create different strategies. You are able to have different campaigns at the same time using agent skills and share dialing, which have been able to increase the agent productivity and dialing performance having better database coverage. With speech analytics you are able to review every call you have, so you are sure that every agent is doing the correct dialog and that they are maintaining the customer experience that your company is looking for.
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Anonymous | TrustRadius Reviewer
February 10, 2020

Review of Genesys PureEngage

Score 8 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

It works well with voice, corresponding with SpeechMiner - being able to see the queues and how we handle the inbound calls and transfers is nice.
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.
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Anonymous | TrustRadius Reviewer
October 11, 2019

Genesys PureEnage, A Cut Above the Competition!

Score 10 out of 10
Vetted Review
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Likelihood to Recommend

PureEngage is a one-stop shop for mid to large size contact centers. The products available allows for interacting forecasting, reporting, real-time adherence, and agent skill management; all functions critical to the success of the contact center.
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Anonymous | TrustRadius Reviewer
December 12, 2019

The best integration you could ever dream of.

Score 9 out of 10
Vetted Review
Verified User
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Likelihood to Recommend

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.
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Anonymous | TrustRadius Reviewer
November 14, 2019

Genesys PureEngage Review

Score 9 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

It is very well suited on the user end platform such as the Chat tool, voice, email, etc. However, errors are very common and sometimes require a lot of troubleshooting steps.
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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