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
Review Source

Pros and Cons

  • 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.).
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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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Pros and Cons

  • Can be fully customized to meet customer demands.
  • Provides truly omni-channel experience
  • Extremely scalable
  • Time-consuming to implement
  • Expensive compare to Pure Connect and Pure Cloud
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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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Review Source

Pros and Cons

  • 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
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Luiz Arthur Maceno Gomes | TrustRadius Reviewer
April 29, 2020

I'm an analyst who works with Genesys every day.

Score 9 out of 10
Vetted Review
Verified User
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Pros and Cons

  • Fewer problems when installation is well done.
  • Reliability.
  • 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.
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Anonymous | TrustRadius Reviewer
May 31, 2020

Robust solution worthwhile

Score 10 out of 10
Vetted Review
Verified User
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Pros and Cons

  • 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.
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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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Pros and Cons

  • Reporting
  • 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)
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Anonymous | TrustRadius Reviewer
February 14, 2020

Review from a 7-year user

Score 8 out of 10
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Pros and Cons

  • It creates a dynamic customer experience.
  • It reaches out to users in multiple platforms.
  • Customer support.
  • More opportunities to expand Genesys knowledge.
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Anonymous | TrustRadius Reviewer
May 06, 2020

Great product for better interaction handling

Score 9 out of 10
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Pros and Cons

  • 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
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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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Pros and Cons

  • 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.
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Serdar KAYA | TrustRadius Reviewer
January 28, 2020

CX is Genesys PureEngage

Score 10 out of 10
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Pros and Cons

  • 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
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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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Pros and Cons

  • 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.
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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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Pros and Cons

  • 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.
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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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Pros and Cons

  • 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.
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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
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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.
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Gennaro Montanino | TrustRadius Reviewer
September 16, 2019

GenesysPureEngage Rules

Score 8 out of 10
Vetted Review
Verified User
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Pros and Cons

  • Possibilities to integrate with a legacy system are easy
  • You can customize the routing strategy in a lot of ways
  • Stability
  • 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.
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David Kime | TrustRadius Reviewer
August 16, 2019

Genesys PureEngage from a systems integrator

Score 7 out of 10
Vetted Review
Review Source

Pros and Cons

  • 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.
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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
Review Source

Pros and Cons

  • It is easy to create a campaign, configure it, and put it in production.
  • Through CCPulse, it is easy to follow the campaign statistics and be able to make changes to our strategies.
  • We are able to know all of our KPI, with detail of every interaction of every campaign.
  • Make it easier to create CCPulse dashboards.
  • Easier integration between InfoMart and an external BI.
  • Better integration with in house CRM.
Read Jose Leon's full review
Anonymous | TrustRadius Reviewer
February 10, 2020

Review of Genesys PureEngage

Score 8 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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.
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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

Pros and Cons

  • Having used solutions from Aspect and NICE, I feel that Genesys PureEngage is more user-friendly and does a great job at accurately forecasting interaction volume. Schedule optimization is something Genesys PureEngage does really well.
  • Genesys PureEngage reports are easy to consume, allowing senior management insights into the health of the business and contact center. Many of our strategic decisions are made using reports from Genesys PureEngage.
  • Real-time queue and agent monitoring ensure that we have adequate support coverage across all intervals.
  • I feel that combining Configuration Utility to WFM has resulted in user frustration and made WFM more cumbersome. WFM and Configuration Utility were best left as separate applications.
  • I would like to see more flexibility in Pulse to allow reporting from external source. Currently Pulse can only display data from external source using the iFrame widget, which only accepts URLs.
  • Interactive Insights is wonderful, but can be better if there are more choices for graphics. More often than not, my team has to export reports from Interactive Insights to Excel so that we can use the available charts for presentation.
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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
Review Source

Pros and Cons

  • 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.
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Anonymous | TrustRadius Reviewer
November 14, 2019

Genesys PureEngage Review

Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Provides a centralized platform for all our needs.
  • Provides a Centralized tool for historical and real-time reporting.
  • An easier way to manage routing and reporting.
  • Easy to manage.
  • Provide full access to a list of possible error codes.
  • Information is scattered around and not as centralized. Docs are very useful however it is combined with the user, supervisor, and technical guides.
  • Would be good to have a complete configuration guide for all tools.
Read this authenticated review

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