Genesys Engage Reviews

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Score 8.5 out of 100

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Reviews (1-22 of 22)

Jose Leon | TrustRadius Reviewer
October 22, 2019

You won't regret using PureEngage

Score 10 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

9
It is a very stable system, we rarely have problems to start operations.

It is easy to use for both call agents and engineers who configure the system.

It has managed to increase the results in the collection of the company.

sales increased, thanks to the promotion.

the level of service and customer service was improved.
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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
Review Source

Likelihood to Renew

10
Genesys PureEngage is instrumental in us meeting our service obligations to our customers. PureEngage enables our organization to deliver interactions to the right staff and helps us minimize service and coverage gaps through historical and real-time reporting. Additionally, we feel that only Genesys PureEngage can meet and exceed our business needs and requirements.
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Apostol Savu | TrustRadius Reviewer
February 13, 2019

Innovative and reliable platform!

Score 10 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

10
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.
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Anonymous | TrustRadius Reviewer
April 06, 2019

Simple and brilliant

Score 7 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

3
We stand strong with our implementation of the genesys platform, and have a stable infrastructure. We expand based on the customer and marker trends, but we do not renew untill something is not broken
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Anonymous | TrustRadius Reviewer
October 30, 2018

A short story from a Genesys user

Score 9 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

10
Because Genesys PureEngage helps the company to reduce costs, improve sells, give to contact center more operation controls. Genesys invest a lot of money and effort every year to give the best way to their clients to improve the business and CX.
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David Saidel | TrustRadius Reviewer
November 11, 2015

An "All-in-One" Solution That Has It All

Score 10 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

10
I have had hands on experience with Interactive Intelligence since 1997 when they introduced their 1.0 Release of CIC. Since that time the platform has gone through three additional software releases that included the leap from a "boarded" TDM hardware solution to a fully SIP compliant VoIP software solution that has added additional applications along the way such as fully integrated Workforce Management, Process Automation and Real-Time Speech Analytics.
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Derek Gibson | TrustRadius Reviewer
August 15, 2014

You will not be disappointed with Interactive Intelligence integrated call center solutions

Score 10 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

10
Consistently superior performance. Consistent focus on improving and developing product. Consistently superior support. Superior ability to customize and integrate with all levels of a contact center, help desk or service desk
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Andrew Stone | TrustRadius Reviewer
August 15, 2014

ININ Review

Score 7 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

9
ININ met the current business need and allowed the company to roll it out to other business area's as required. Support from ININ is good and with a lower overhead allows for a better ROI then other options.
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Anonymous | TrustRadius Reviewer
December 18, 2014

Genesys - the Cadillac of Contact Center Technology Platforms

Score 9 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

6
Genesys Contact Center Portfolio is an expensive product to purchase and maintain. Once committed to, it is also an expensive product to replace. That said, our company is constantly evaluating Genesys and other contact center technology vendors to determine which will provide us with the best ROI.
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Anonymous | TrustRadius Reviewer
August 11, 2014

ININ CIC 3.0.17

Score 5 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

9
Difficulty of migrating to a new phone system is significant. Also that could result in potenetially higher costs, as well as the need for additional training for a new system. We are not at a point where we are so disappointed with ININ or our vendor support to jump ship yet.
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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)
7.6
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)
7.6
Live reporting (73)
7.5
Customer surveys (47)
7.5
Customer interaction analytics (54)
7.5

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