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https://media.trustradius.com/product-logos/uJ/7G/1KRCEMFDE0M8.JPEGGenesys Pure Engage Platform ReviewGenesys is replacing our home-grown call routing software. Currently being used by a single department within Willis Towers Watson, but being looked at as potential pilot for other business lines. Genesys provides strong business data integration for call routing logic, configuration management, and interaction recording management.,Data integration - Flexible SDKs/APIs High Availabiliy and Redundancy of components. Configuration management is clean and simple to follow.,Difficult to build complete end-to-end automation of deployment. Genesys Framework Alerting functionality is flexible, but overly complicated to manage. Needs ability to mass deploy alerts. SIP server feature functionality feels limited and requires using router to build in what in many switches are basic functions.,8,With the deployment of our Genesys solution we will be cutting cost in head count required to support the call routing solution previously. Rather than spending dollars on a large number of developers to build, maintain, and improvement platform, Genesys will provide that with years of experience behind it and a platform that has been tried and tested for many years. It will provide opportunities to move into multiple channels without eliminating the ability to tightly integrate with business data. The platforms tried and true high availability and scalability will also improve CSAT and provide opportunity to for the business to move into diverse geographical locations without implementing whole new platforms.,,Genesys strong reputation for well developed API/SDKs was a strong appeal to an organization which had built its own call routing platform. Genesys is also a strong market leader in the contact center space and Pure Engage (premise) was the perfect way to keep all the customization in play while incorporating a great platform.,Genesys Mobile Services/Call Back Genesys Voice Bots/AI Multi-ChannelOne Source of Truth Means Data You Can TrustWe implemented Genesys PureEngage Cloud to replace our three disparate call centre systems. We use voice, chat, and email routing, along with callbacks, workforce management, call recording, speech analytics, and reporting. While the main users of the platform are the team members at our Client Care, it is also in use throughout the enterprise for smaller phone or chat needs. Genesys PureEngage Cloud allows us to consolidate all customer interactions coming in to our queues into one experience and one customer journey, with the data to track it all.,Interaction routing Integration of different available elements Speech analytics,Genesys customer care is quite siloed and often speaks in very technical jargon to end business users Workforce Management is not HTML5 enabled Reporting in Designer and Speechminer is in UTC time zone, which is not relevant to everyone else.,9,Genesys PureEngage Cloud allowed us, for the first time, to have all our forecasting and customer interaction volume data in one place. It also consolidated the platform we used for interaction routing, so agents could be truly omni channel, instead of logging in and out of different systems. Our real time post-call survey has increased survey responses by over 300% from our previous email solution.,NICE inContact CXone,Genesys' commitment to research and development, along with their cloud-first development strategy, were very impressive. Their detailed roadmap, strong references, and proven experience in the space were all critical factors in our selection. We wanted something to replace what we had and, more importantly, we wanted something we could expand and grow.,Cobrowse IWD Social media routingWhy to PureEngage with customersWe resell PureEngage and implement products of the suite for different verticals (Telco, Banking, Insurance, Utilities, Public). PureEngage is being used as an Omnichannel CX Platform to engage with customers for any aspect (Sales, Support, Onboarding, etc).,Provides consistent customer experience across all channels Completeness of the suite and offered tools Full API and ready adapters for major CRM or other type applications Platform-agnostic solution,Pricing Complexity on delivery Administration cost,9,Through Routing enhancements, such as offering personal assistant, there was an improvement on First Call Resolution and consequently a higher NPS. Queue Callback reduced customer frustration and together with a variety of tools available on agent level, improved AHT. Customers get a consistent service across many channels (voice, web & mobile chat, social) and supervisors have monitoring tools and assistance on delivering better customer experience.,Aspect Unified IP and Avaya Aura Call Center Elite,completeness of solutionroadmap and visionmarket leadership and reputationfinancial status,AI-Bots Analytics whatsapp & asynchronous messaging on chatGenesys PureEngage from a systems integratorWe are a systems integrator and our USP is the development and application of two assets: Accelerate and Mission Control. Accelerate is built on the premise that PureEngage deployments can be simplified, de-risked and accelerated by using known, proven design patterns and deploying them using scripts for consistency. This has been validated in multiple implementations and is a sought after asset by other global SI's. Mission Control then simplifies the creation and configuration of customer journeys and experience across all channels so that business users can implement the solution they need.,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.,7,We are a systems integrator, but the projects we have delivered have allowed brands to scale globally with a consistent, flexible and relevant solution for customer interactions across both voice and digital channels (and in some cases processing tasks as well). We have empowered business stakeholders (CX professionals, not IT) to create, configure and maintain customer journeys which are relevant, engaging and effective. Our solutions enable brands to proactively reach out to customers, streamline operations through self-service and provide customer service representatives with the context, content, and tooling they need to deliver a great CX. The benefits that flow from this vary between according to the brand's requirements and business strategy but a properly qualified and delivered PureEngage solution gives businesses a more efficient and effective way to manage customer contact on any channel, with the ability to intervene in proactive, relevant ways that drive retention and revenues.,,A major area is the blending of AI, knowledge and messaging technologies to create effective "bots" for every channel. Whatsapp integration. Real-time analytics.Why do Sales with Genesys EngageWe integrated it with our customers, they found in Genesys a powerful tool to accomplish the needs in the customer service, sales, or collection. Genesys can be deployed in all kinds of organizations. Flexibility with no technical limitations to integrate with third-party software is one of the key values of the Genesys Engage suite as well as the best practices and experience.,Business cases Third party integration tools Customer experience oriented solution Proved how Genesys can save money,Maturity of some features before releasing to the market and/or partners EOL features to be replaced at customer or partner cost Relationship between Genesys areas or departments (care, professional services, sales, c-level),10,Our customers are impacted by customer experience (NPS) improvement, increased revenue and reduced call cost. Reduced agent calls by improving self-service strategies combined with SMS deflection messages to multimedia channels like chat. The ability to integrate with cognitive engines is one of the major improvements to increase the self-service by voice or messaging channels.,Cisco Unified Contact Center,Innovation, support, flexibility to deploy in different ways were key values to choose Genesys to be part of our portfolio. They believe in a partner ecosystem and give to us the right tools to learn how Genesys must be deployed, must be supported and how Genesys' engages with customer's needs. Genesys team is key to success.,Integration to cognitive engines Machine learning to predictive routing or customer analysis behavior Multi channel or 360 customer viewCall Center efficiencies through Genesys PureEngageCore call center platform servicing over 8 locations and 1,500 agent positions. Used for routing, reporting, SIP transformation, and voice analytics.,Highly configurable and scalable skills-based routing enabling business rules-driven routing. Custom historical and real-time reporting. Enabled streamlined technology centralization and standardization support high availability and infrastructure stability.,Consolidation of databases across product suites. Single sign-on across application interfaces. Improved toolsets for trouble-shooting and performance monitoring.,10,Removed cost and complexity from IT operations. Significant CX gains from platform stability, and tailored routing to business/customer needs. Continues to be a vital tool to meet ongoing business requests and integrations.,Genesys PureCloud,Industry reputation and standing. Enabling a single vendor across a range of call center technologies.,Workforce Mmnagement Chatbot Mobile integrationsGreat platform for voice applications and increased self service.Genesys PureEngage is our Telephony platform for all our call centers. We use it for all our voice applications and as our routing engine to manage call traffic to our call centers.,Our GVP applications are stable and work very well. Our routing engine also works well. Call center associates seem to be happy with the WDE interface.,The Genesys platform is really complex. It has a lot of moving parts which makes it hard to support sometimes.,8,Since we started using the GVP platform, we have been able to develop high-quality voice applications that have dramatically increased our self-service options for our customers. This, in turn, has enabled us to dramatically increase our containment rate. Our main IVR application now has an average containment rate of 63%! And we achieve this rate without preventing our customers from transferring if they wish to talk to an associate. And when our customers decide to transfer, we're able to route them to the correct queue.,,,We might use the Genesys platform for call recording in the future as well.Why PureEngage Remains A Market LeaderI have been working with Genesys for almost 11 years now. PureEngage solution is a proven and efficient customer relationship management platform. Its ability to integrate with other solutions is impeccable. We once developed a routing recommendation engine using other Genesys APIs to make use of the historical statistics of the agent and customer to a perfect matching. The custom-developed application is based on some metrics and calculations and arrives at a number which again is derived from how soon the agent is going to available or how efficiently the agent is going to handle is this customer. The ability to deploy such complex solution was amazing. It would not have been possible without PureEngage solutions.,VHT as a stand alone model can be easily plugged into to the current call routing with minimal changes and it works like charm. Platform SDKs are a powerful tool that help integrate with other third party solutions or to build custom made applications. The whole routing solution is amazing . With user friendly composer, you have the option of building both VRUs and routing strategies. And, they are very easy to deploy. The level of details for report customization is another strong point.,Complexity : Highly skilled engineers are required to deploy the solution. Troubleshooting with logs is still a pain. Its more of a recommendation to Genesys to come with some software that makes log retrieval easier. Very expensive.,10,Before implementing call back, there were a certain number of customers whose calls were abandoned in the queue. After implementation of call back, almost 98% of the abandoned rate have been removed. Automatic call back enables callers to receive a call back instead of remaining in the queue. It certainly has improved the AHT thus maintaining happy customers which in turn saves revenue.,Genesys PureCloud,Genesys allows organizations to provide legendary customer experiences using proven software and services that make a difference. Organizations are able to keep pace with changing customer expectations by ensuring that customer experience is exceptional. The product works on all platforms, both on-premise and cloud-based to ensure that any customer can expect superior support and interaction. The solution is fluid and instinctive, allowing adaptability for all situations. By combining technology and human ingenuity, the solution adapts to work the way customers think. Customer engagement allows for self-service, inbound, outbound, and digital solutions.,AI Bot that can address customer queries with utmost accuracy. AI based outbound caling Mobile phone based video conversation.An all in one solution for your contact centerWe use Genesys as an all in one solution for our Contact Center. In a nutshell, we have Inbound voice, outbound, chat, email, iWD, wfm, and reporting. Currently, our entire call center part of the contact center uses a Genesys product. Recently we have started to integrate the back office agents on to Genesys using iWD. I can give a specific about what problem we use iWD to address. Genesys has a product called iWD. This is used to route back office work to agents. Our company had a specific problem where they were not able to get reporting statistics on what their agents are doing. Traditionally, we started with a pull method. A bunch of forms gets loaded into a central location. Agents go in there and start working of the forms. At the end of the day, they know agent 1 completed 20 forms and agent 2 completed 15 forms, etc. What this can't tell them is how long did this form take to complete, what is the average handle time for this form, etc. We implemented iWD to solve this issue. What this allowed us to do was to stop agents from cherry-picking forms and to give proper reporting statistics. This made a world of difference. The call center is now able to get real-time and historical reporting all the way down to the individual form that was submitted. Having access to this leads to much greater efficiencies. Along with the reporting, you are able to build rules associated with each form. It is extremely easy now to prioritize various forms over others so that you can meet deadlines and such. This has lead to an astonishing increase in the amount of work they are able to complete and has completely transformed the call center.,Ability to use one solution. This gives your contact center a central location for things like routing and reporting. Support. Genesys has a top notch support center. Their support team is able to resolve issues very quickly and can help you if you get stuck while developing something new. Variation. I really enjoy the various products they have. Since I directly develop for these application at our company, this keeps my job interesting. Every so often, we come across a new product they offer that sounds like it will be perfect for us. This keeps my job fresh and interesting.,Becoming an expert. If you are new to Genesys, trying to learn all the various parts is a very difficult task. Using Genesys PS is a treat, but trying to do anything yourself will require expertise. More specific training. I don't know if this is possible, but I would really appreciate if they were able to provide training directly in your environment. Since all companies are different, it is hard to have a single training that applies to everyone.,10,I was not here in the initial deployment, but I do know that some products have been revolutionary for our contact center. Like I stated in the initial statement, iWD was a completely trans-formative product. The call center went from having next to no information about what their agents were doing to being able to easily see every piece of work they worked on. This is true of a lot of products we use with them. Our initial chat deployment was very small. But after some time, we were able to build a large robust chat network using both web and mobile apps. Giving our customers many ways to reach us.,Avaya,Genesys has been a create company to work with. The support they provide gives us the confidence to know that we have a superior product. From the awards our company has received to the surveys we get directly from our members. Overall we see very high satisfaction and I believe that in addition to the people, the software you use can make a big difference too.,We are currently looking in to deploying conversation manager. This should help us further service our members to the highest level of satisfaction. We are regularly connecting new systems to Genesys to pull in information. This helps us route more work to our back office agents.The Enterprise Interacting Management BackboneGenesys is the middleware backbone for our entire global customer interaction management system. We use Genesys to handle, manage and deliver our members (and guests) questions, concerns, and requests to some 7000+ agents scattered across the globe. Genesys also provides the 'glue' to integrate into many enterprise systems that provide data or need updates based upon the nature of these interactions.,Genesys is more of a highly capable framework of components that can be connected and scaled to meet most any performance requirement. There never seems to be any limitation as to how large or small an entire system can be configured and assembled to meet a set of requirements Unlike many other competing systems, the open-ended flexibility in configuring routing is the best, bar none. Pretty much whatever integration points and routing logic you can dream up, you can build it in Genesys; there is no practical limitation. Technical support at Genesys is also very versed in the capability of their software and seem to be able to understand how it can and has been used by its customers. This provides us developers with a source of online information and support that helps make creating solutions less worrisome.,The wealth of documentation is impressive and comprehensive. One area to improve might be in more practical examples of configurations that demonstrate how to use features. The definitions of the options/settings may exist but there are examples where putting them all together, into a working solution are missing or light. More videos like those for GRS configuration would be great in describing new products and how to use features. One trivial request, the support site seems to always ask for PureEngage versus PureConnect when looking for documentation. To me, it doesn't really matter which one it is, but it seems like an extra layer that provides me no help.,10,Genesys is the backbone for our enterprise interaction management system, all contacts touch or are controlled by Genesys. The power of our routing logic allows us to integrate with external systems and deliver the interaction to the best-skilled agent and minimize transfers with all the data required to handle that interaction efficiently and effectively. Genesys directly has a huge impact on customer and employee SAT as much as the actual interaction between our customer and our agents.,,The engineering driven nature of Genesys, in its early days, was a strong factor in making a decision to buy. In particular, for eBay, the openness, scalability, and power of routing were the driving factors. There really is no one else that can compete at this large, enterprise scale. Genesys' position as a leader in this market is also a key indicator of longevity.,Looking to asnc chat as a new channel as well as last agent routing (perhaps using UCS more than we currently do) Perhaps some form of AI like the predictive routing capability Taking more advantage of real skills based routing as we currently do a glorified group routing Seeing the benefit of Genesys WFO over our current Aspect system, how using Genesys WFO can bridge us to skills and multi-media planningGenesys Pure Engage is the futureWe are using Speech Miner for speech analytics. We use Genesys to provide insights on data we acquire, to improve the customer experience. and elevate our team members.,Quick support Quick implementation Scalability is easy,SLA on submitted tickets A better customer experience for clients,10,It has really elevated us and helped us on our journey with achieving our CAI goals. It’s the smartest tool that we have used and we cannot imagine life before it. It is a lot more robust and smarter than others that we have used. The tool has integrated AI that does the heavy lifting and lets us focus human resources on things that matter.,Verint Workforce Optimization,I didn’t make the decision to use it.,Predictive routing using AI Predictive forecasting using AI Biometric verificationPureEngage: An ocean of features for omni channel customer experience.Genesys PureEngage is a world-leading omnichannel customer experience platform. The solution helps the customers to engage with the organization on all communication channels like mobile, web, social media, email and voice. PureEngage is powered by powerful Genesys software which is behind many of the world's leading contact centers. Industry best practices are baked into the product which delivers the best in class omnichannel customer journey. With the growing demand for digital channel usage, Genesys has incorporated the routing and reporting infrastructure to handle omnichannel interactions. PureEngage provides a personalized experience for the customers.,Omnichannel routing and reporting Intelligent automation Flexibility and scalability Fully software based SCXML session based orchestration,Interaction recording solution needs maturity. Dependencies on open source software.,9,I have implemented Genesys PureEngage for the organizations and they have benefited a lot in controlling the cost by reducing the average handle time and queue time. This solution has also helped in increasing agent productivity and agent utilization. Finally, this solution provides the best in class customer satisfaction. First contact resolution time has also improved to a great extent.,Avaya Aura Platform,Genesys as a company has a great deal of enthusiasm to deliver the best solution for the customer journey. They invest heavily in research and innovation for developing great solutions to meet the customer's need. Genesys' innovation has brought them to the top of all of the deployment options including cloud, premise and hybrid offerings. They have a strong market across the world and power approximately 25 billion interactions per year.,AI and Machine learning Digital Development and integrationGenesys PureEngage ReviewGenesys PureEngage is one of the products that we install and manage for our largest clients. It is extremely powerful and flexible and allows us to address all business needs of our most demanding customers. Currently, we are giving support, developing IVR and WDE customization and preparing GIA installation for one of our banking clients with PureEngage.,Manage the entire life cycle of a client. Follow your clients' interactions through different channels. Provide self-care to clients and help them to be cost effective in their CC's. Provide internal clients with IVR development capabilities.,Social media integration.,8NextGen GenesysCurrently rolled out for a particular BU. Will be rolled out to few more departments down the line. Offers Omni channel (voice, chat, email) capabilities with centralized routing mechanism.,Works well for larger organisation Provisioning is very fast & easy High Availability,Be cautious during changes as we faced few outages due to recent changes on the side of Genesys. Keep customers very informed about upcoming releases and its impact. Share the products documents with customers in PDF...E-book is not a preferred option!,7,CSAT improvement. The productivity of agents has gone up as a lot of things are optimized with Genesys solution.,Support for cloud,Integration with other support systems ML/AL/IoT optionsYou won't regret using PureEngageGenesys PureEngage is being used for: Collection: With around 1000 agents, doing different campaigns from early, medium and late delinquency, using a predictive dialing majority. Marketing: Advertising products, telling our customers that they have a credit line available and that their credit line has been authorized. Sales: Helping customers finish their online sales. The primary problem that we have is controlling the dialing ratio between our different services, sometimes we over-dial, making the platform crash, but we are able to get it back up and running very quickly. Another issue we have is the correct use for the call treatments, to use them correctly and be able to dial all the phones we put into our database.,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.,10,With our marketing campaigns, we have been able to increase our sales, placing more credits and increasing our client portfolio.,inConcert Allegro,Genesys has a great reputation throughout the industry, and they are always innovating and bettering themselves. Using PureEngage is a no brainer.,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.Genesys PureEngage: The leader of Contact CentersAt Intracom Telecom, we are using Genesys PureEngage with almost all components. Intracom Telecom is the leading company for Call Center technologies in Greece and abroad. Therefore, if there's a new application or new Genesys module, we train and implement it officially for our customers. We also implement Proactive Chat and Genesys Outbound in order to increase customer experience for our customers. We create proper supervisor processes in order to manage Agent's shifts using Genesys WFM. Agent or call based issues are being solved using InfoMart and Interactive Insights reporting. Genesys IVR for enhanced capabilities is also being used in order to design dynamic IVR functions. This is achieved using powerful routing strategies for voice media channels. Concluding, we use all solutions from Genesys (SIP, E-services, GVP, Routing, WFM, Outbound etc) and it addresses all kinds of problems that have relation to VoIP calls and Contact Centers in general.,Tremendous options for customizing to fit any possible business scenario. You don't have to buy everything, just the components you need and add them to the current configuration. There are constant reviews, updates, and hotfixes. Ability to integrate with pre-existing platforms,There should be more practical examples of how to use their functionalities. Licenses price.,10,We have improved the customer experience, offering them better, personalized attention. Agents' performance has also been improved, and so have our AHT and FCR.,,We selected Genesys to use in our organization for these reasons: Its market leadership.It offers more options and more tested and developed functionalities than competitorsGenesys is always innovating.Great professional team.Great supportIt is a reliable platform that has a very good uptime percentageIt is easy for both the call center agent, management and the engineer to use,We will use the social engagement platform in the near future. We are reviewing the option to use a WhatsApp channel when available. Digital agent with AI capabilities.Genesys PureEngageIt is being used as the ACD system for the FAA's MyIT Service Center. Chickasaw is the contractor for the Help Desk. I use your program to gather and report call data on a daily, weekly, and monthly basis. Genesys is a powerful utility that makes my reporting duties much easier.,Call data on the number of calls received. It allows me to report on calls expected vs actual calls presented and adjust baselines. Run reports on demand from the customer and turn around the finished product very quickly.,I would like to be able to add search parameters in a much more user-friendly environment.,9,Genesys is the backbone of our customer service experience. If it is up and running, we are able to provide support to the customer flawlessly. On the rare occasion, Genesys is offline, we are proverbially "dead in the water" and the customer does not appreciate it. We cannot ask for exemptions for missing our SLA's if it is a Genesys issue and we lose money.,Avaya,It is a reliable platform that has a very good uptime percentage. It is easy for both the call center agent, management and myself ( the analyst) to use.,Live reporting. Currently, we operate on a 15-30 minute delay. Automatic SLA computation.Next Generation Contact CenterThe application provides hardware flexibility and almost any kinds of customization is possible in Genesys as per customer need.,IVR customization and modification is more flexible. Routing parameter is end-user friendly. Integration with 3rd party applications I.e Twitter, Facebook, WhatsApp.,Difficult to find training materials. A skilled user has been difficult to find. Audit functionality could be improved as it is not simple for the end user.,9,Currently, every enterprise contact center customer with omnichannel & complex requirements is considering Genesys to meet expectations. Genesys is helping our organization to increase revenue by providing a solution.,,Reputation for new innovation support, and flexible and stable environment. Also, strong worldwide vendor support.,AI Chat bot Automation in first of level supportAn asset for CXIn my organization Genesys PureEngage is being used as a workforce management tool. It helps us determine the call rate, the state of our agents, and give us a bigger picture of CSD.,On-time updates.,I'd like a mobile app to monitor workforce management and agents.,10,In my organization, the tool reduced the idle time of the assistants and increased adherence. The service level has been maintained at higher rates and the IVR wait time for customers decreased. Basically, the customer experience was delivered at a high level with accuracy.,I think that the platforms made by Genesys are a must have in every CS. Genesys tools help team-leaders manage their assistants' activity and increase productivity. Also, I think that platforms are really easy to integrate.,I think that AI/machine learning can be introduced in automated services and give a good customer experience at a low cost.Client engagement from the comfort of your couchWe are gold partners of Genesys in Argentina and we use Genesys PureEngage across our organization. We have three departments - professional services, support, and sales. We have twelve accounts with PureEngage currently. I'm working with six consultants in our sales department, all who are certified in different solutions (I have the Genesys eServices 8 certification).,Provide information about HUB issues that help us to avoid problems. Quick response from customer care. Very good documentation. Constantly releasing updates with fixes of the product.,More Spanish speaking consultants. The ENL of the product must be announced to all the customers. Better documentation page; with the last update, some pages come up as not found or that they don't exist.,8,With the experience and the cases that we looked, we found new features found in the Genesys tools or services. Sometimes in meeting with the clients, we know something that they needed for the contact center and we from the support team can offer some new things. That brings us more work and for lucky more sales work.,Some flow diagrams could help with documentation. Possible VoIP integrations could reduce the cost of a telephone company.,8,Yes,One of the most gratefully moments It has to be before I got my eServices certification, we were having many issues into this Solution on a few clients and it was very challenging moment and help me with the study, for my lucky I passed the exam and got my certification with the help of all the cases that we had with Genesys Customer Care.Review from a re-seller of Genesys PureEngagewe use Genesys PureEngage to support our client base. We are a partner with Genesys and re-sell PureEngage.,An all-in-one product, not a piecemeal solution so all the same look and feel. It's highly customizable to incorporate all of your business requirements. Best omnichannel multi-modal platform in the industry.,I'd like to see an easier user interface.,9,N/A,,This is the #1 Company in this space... hybrid offerings, etc.,This question is better suited for a user, not a reseller sorry.Genesys PureEngage viewpointI am a consultant for Genesys PureEngage. The several clients we have worked with, uses Genesys through the organization or in different stages of consolidation towards Genesys.,Robust platform and support Premise and Cloud - scalable Recent integration with AI / hybrid solution are a good sell with several clients reluctant to move to PureCloud,PureEngage - possible AI integration on premise? many clients want to integrate with AI but have limited on-prem options Tighter integration with Amazon / Google AI,10,Genesys PureEngage has helped our clients to improve their customer experience over the years. Several clients have expanded their offering to omni-channel with a complete view of experience.,Amazon Web Services and Twilio Flex,Genesys has a reputation for innovation and has always been featured in the top quadrant of several market reports. I think Genesys as a company set their targets early on investing in cloud and AI solutions which are seeing the returns. The robust cloud/AI platforms which will be the next shift in the contact center, and is already available with Genesys.,Add more channel - AI Predictive routing / Cloud enablement AnalyticsPure Engage is the best in class platform for very large on-premise CC solutionsMy department is a reseller and integrator for Genesys. I am involved in the implementation of PureEngage solutions. The business problems addressed depend on the customers we implement the solution for.,Great flexibility within routing which allows to implement also very complex scenarios. Integration of work-item distribution in the same way as all other media. Nearly endless scaling possibility for very, very large solutions.,Documentation of the WDE customizing possibilities with Plugins and usage of internal functions. In many cases, you see just the parameter names of function calls without any description. The outbound solution urgently needs improvement with regard to import possibilities and call bleeding. Call blending in this context means that the agent can switch to outbound record handling in WDE when a customer that missed an outbound campaign call is calling back. Compared to the old configuration manager the basic administration with GAX is painful, especially when working on Annex values and options.,9,Not applicable as we are integrators.,,N/A,N/A N/A N/AGenesys Capabilities and Maximizing the ROI of Contact Center TechnologyWe use PureEngage Cloud as our intelligent routing solution to support our sales, service, and claims organizations. Effectively, we route 3 million calls annually to end-users using Genesys IVR solutions in a hosted, cloud environment. The solution is the building block of our omnichannel approach and is the gateway for the contact center transformation journey we are undergoing. Genesys PEC solves our business problems and directs consumers to the right agents to assist callers with their problems in the most efficient way possible.,Text to Speech: We can work in an agile fashion to address issues ad-hoc with minimum delay. Rapid Deployment: Genesys allows for a build once to deploy many strategies. Data: We gain a tremendous amount of analytics and insights with GCXI and Designer Analytics.,Support could self-service issues without the need for so examples. Relying on the business handicaps and delays restoration of service.,8,We have the motto of "make it easy" for our customers or agents. Everything we focus on is reducing the effort for these customers. This includes agent surveys that allow our business to track friction and focus on call types where we can deploy solutions that improve AHT and reduce attrition by incenting agents on the correct metrics.,Avaya,Innovation was by far and way the most valuable commodity for our business. Other vendors in this space cannot match the R&D and reputation that Genesys has built. This is showcased in the Google relationship, as well as other initiatives that Genesys has built with other technology partners.,Onmichannel AI/Machine Learning Self-ServiceGenesys PE Cloud lives up to the hypeWe are currently using Genesys PureEngage within our consumer services division. We will be expanding its use throughout the organization in the coming months. We are using PureEngage to improve customer engagement, reduce human-agent interaction, and reduce call handle time. Our existing interactive voice response (IVR) system is outdated, and this is primarily a modernization effort.,Routing Third-party intergrations AI,Audit logging Systems support Cloud support,9,Impact is currently limited, as we have just completed the first implementation.,Microsoft Unified Communications as a Service,Genesys has a well-deserved reputation for being the Cadillac of IVR systems. Their cloud solution is second to none in this regard.,WFO AI SMS
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Genesys PureEngage
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Genesys PureEngage
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Mike Bailey profile photo
August 06, 2019

Genesys Pure Engage Platform Review

Score 8 out of 10
Vetted Review
Verified User
Review Source
Genesys is replacing our home-grown call routing software. Currently being used by a single department within Willis Towers Watson, but being looked at as potential pilot for other business lines. Genesys provides strong business data integration for call routing logic, configuration management, and interaction recording management.
  • Data integration - Flexible SDKs/APIs
  • High Availabiliy and Redundancy of components.
  • Configuration management is clean and simple to follow.
  • Difficult to build complete end-to-end automation of deployment.
  • Genesys Framework Alerting functionality is flexible, but overly complicated to manage. Needs ability to mass deploy alerts.
  • SIP server feature functionality feels limited and requires using router to build in what in many switches are basic functions.
Genesys excels in business where data-driven routing is where the need for a very scalable and highly available design is required. PureEngage isn't suited well for small business deployment. It's not suited well for companies with smaller budgets. For companies seeking to do CI/CD, Genesys has improvements to make in availability to wipe and deploy entire environments and more tightly integrate with open source tools like Git, Jenkins, etc. Current partners for these types of tool are another money sink where Genesys itself is already pretty expensive.
Read Mike Bailey's full review
Erin Ramcoomar profile photo
August 05, 2019

One Source of Truth Means Data You Can Trust

Score 9 out of 10
Vetted Review
Verified User
Review Source
We implemented Genesys PureEngage Cloud to replace our three disparate call centre systems. We use voice, chat, and email routing, along with callbacks, workforce management, call recording, speech analytics, and reporting.

While the main users of the platform are the team members at our Client Care, it is also in use throughout the enterprise for smaller phone or chat needs.

Genesys PureEngage Cloud allows us to consolidate all customer interactions coming in to our queues into one experience and one customer journey, with the data to track it all.
  • Interaction routing
  • Integration of different available elements
  • Speech analytics
  • Genesys customer care is quite siloed and often speaks in very technical jargon to end business users
  • Workforce Management is not HTML5 enabled
  • Reporting in Designer and Speechminer is in UTC time zone, which is not relevant to everyone else.
Genesys PureEngage Cloud is perfect for customer interaction queues where you want a seamless experience no matter the channel, with rich data to tell your story. Traditional call centres or any team that takes or makes customer interactions could be well served by this platform.

It is less appropriate for teams that take customer calls but who don't want to function like a call centre in some capacity. PureEngage is very much meant for call centre mindsets, and you have to do things like change your availability status when you leave your desk, etc.
Read Erin Ramcoomar's full review
Kiriakos Kiriakopoulos profile photo
July 29, 2019

Why to PureEngage with customers

Score 9 out of 10
Vetted Review
Reseller
Review Source
We resell PureEngage and implement products of the suite for different verticals (Telco, Banking, Insurance, Utilities, Public). PureEngage is being used as an Omnichannel CX Platform to engage with customers for any aspect (Sales, Support, Onboarding, etc).
  • Provides consistent customer experience across all channels
  • Completeness of the suite and offered tools
  • Full API and ready adapters for major CRM or other type applications
  • Platform-agnostic solution
  • Pricing
  • Complexity on delivery
  • Administration cost
It fits large customers with available IT resources and infrastructure and where the needs are above average
Read Kiriakos Kiriakopoulos's full review
David Kime profile photo
August 16, 2019

Genesys PureEngage from a systems integrator

Score 7 out of 10
Vetted Review
Reseller
Review Source
We are a systems integrator and our USP is the development and application of two assets: Accelerate and Mission Control. Accelerate is built on the premise that PureEngage deployments can be simplified, de-risked and accelerated by using known, proven design patterns and deploying them using scripts for consistency. This has been validated in multiple implementations and is a sought after asset by other global SI's. Mission Control then simplifies the creation and configuration of customer journeys and experience across all channels so that business users can implement the solution they need.
  • 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.
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.
Read David Kime's full review
Patricio Caceres profile photo
August 06, 2019

Why do Sales with Genesys Engage

Score 10 out of 10
Vetted Review
Reseller
Review Source
We integrated it with our customers, they found in Genesys a powerful tool to accomplish the needs in the customer service, sales, or collection. Genesys can be deployed in all kinds of organizations. Flexibility with no technical limitations to integrate with third-party software is one of the key values of the Genesys Engage suite as well as the best practices and experience.
  • Business cases
  • Third party integration tools
  • Customer experience oriented solution
  • Proved how Genesys can save money
  • Maturity of some features before releasing to the market and/or partners
  • EOL features to be replaced at customer or partner cost
  • Relationship between Genesys areas or departments (care, professional services, sales, c-level)
Well suited to engage in a technical or business complexity scenarios, especially at telcos, banks, retailers or any company with a lot of end-users who need self-service and personal customer experience. Less appropriate for small businesses or companies with no technical capabilities or companies who need an all in one, pre-built contact center suite.
Read Patricio Caceres's full review
Tony Jurica profile photo
July 26, 2019

Call Center efficiencies through Genesys PureEngage

Score 10 out of 10
Vetted Review
Verified User
Review Source
Core call center platform servicing over 8 locations and 1,500 agent positions. Used for routing, reporting, SIP transformation, and voice analytics.
  • Highly configurable and scalable skills-based routing enabling business rules-driven routing.
  • Custom historical and real-time reporting.
  • Enabled streamlined technology centralization and standardization support high availability and infrastructure stability.
  • Consolidation of databases across product suites.
  • Single sign-on across application interfaces.
  • Improved toolsets for trouble-shooting and performance monitoring.
Highly customizable to tailor functionality and views to business needs. Significant gains from intelligent and automated routing logic. An expensive solution that is not always a good fit for smaller implementations.
Read Tony Jurica's full review
Raphael Brasseur profile photo
July 25, 2019

Great platform for voice applications and increased self service.

Score 8 out of 10
Vetted Review
Verified User
Review Source
Genesys PureEngage is our Telephony platform for all our call centers. We use it for all our voice applications and as our routing engine to manage call traffic to our call centers.
  • Our GVP applications are stable and work very well.
  • Our routing engine also works well.
  • Call center associates seem to be happy with the WDE interface.
  • The Genesys platform is really complex. It has a lot of moving parts which makes it hard to support sometimes.
It is well suited for voice applications and routing needs.
Read Raphael Brasseur's full review
Suresh K.S Kumar profile photo
March 21, 2019

Why PureEngage Remains A Market Leader

Score 10 out of 10
Vetted Review
Verified User
Review Source
I have been working with Genesys for almost 11 years now. PureEngage solution is a proven and efficient customer relationship management platform. Its ability to integrate with other solutions is impeccable. We once developed a routing recommendation engine using other Genesys APIs to make use of the historical statistics of the agent and customer to a perfect matching. The custom-developed application is based on some metrics and calculations and arrives at a number which again is derived from how soon the agent is going to available or how efficiently the agent is going to handle is this customer. The ability to deploy such complex solution was amazing. It would not have been possible without PureEngage solutions.
  • VHT as a stand alone model can be easily plugged into to the current call routing with minimal changes and it works like charm.
  • Platform SDKs are a powerful tool that help integrate with other third party solutions or to build custom made applications.
  • The whole routing solution is amazing . With user friendly composer, you have the option of building both VRUs and routing strategies. And, they are very easy to deploy.
  • The level of details for report customization is another strong point.
  • Complexity : Highly skilled engineers are required to deploy the solution.
  • Troubleshooting with logs is still a pain. Its more of a recommendation to Genesys to come with some software that makes log retrieval easier.
  • Very expensive.
In case you want to come up with a custom solution or an application, Genesys SDKs provides you with 360-degree interoperability. You name it and I think we can make happen with the power SDKs provided by Genesys. Plus, the scalability of the applications is very high. PureEngage is such a powerful solution, I don't think they are less appropriate anywhere.
Read Suresh K.S Kumar's full review
Robert D'Alessandro profile photo
February 28, 2019

An all in one solution for your contact center

Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Genesys as an all in one solution for our Contact Center. In a nutshell, we have Inbound voice, outbound, chat, email, iWD, wfm, and reporting. Currently, our entire call center part of the contact center uses a Genesys product. Recently we have started to integrate the back office agents on to Genesys using iWD. I can give a specific about what problem we use iWD to address. Genesys has a product called iWD. This is used to route back office work to agents. Our company had a specific problem where they were not able to get reporting statistics on what their agents are doing. Traditionally, we started with a pull method. A bunch of forms gets loaded into a central location. Agents go in there and start working of the forms. At the end of the day, they know agent 1 completed 20 forms and agent 2 completed 15 forms, etc. What this can't tell them is how long did this form take to complete, what is the average handle time for this form, etc. We implemented iWD to solve this issue. What this allowed us to do was to stop agents from cherry-picking forms and to give proper reporting statistics. This made a world of difference. The call center is now able to get real-time and historical reporting all the way down to the individual form that was submitted. Having access to this leads to much greater efficiencies. Along with the reporting, you are able to build rules associated with each form. It is extremely easy now to prioritize various forms over others so that you can meet deadlines and such. This has lead to an astonishing increase in the amount of work they are able to complete and has completely transformed the call center.
  • Ability to use one solution. This gives your contact center a central location for things like routing and reporting.
  • Support. Genesys has a top notch support center. Their support team is able to resolve issues very quickly and can help you if you get stuck while developing something new.
  • Variation. I really enjoy the various products they have. Since I directly develop for these application at our company, this keeps my job interesting. Every so often, we come across a new product they offer that sounds like it will be perfect for us. This keeps my job fresh and interesting.
  • Becoming an expert. If you are new to Genesys, trying to learn all the various parts is a very difficult task. Using Genesys PS is a treat, but trying to do anything yourself will require expertise.
  • More specific training. I don't know if this is possible, but I would really appreciate if they were able to provide training directly in your environment. Since all companies are different, it is hard to have a single training that applies to everyone.
Genesys is easy to recommend to a traditional call center. They provide fantastic products that can accommodate voice and chat routing. If you want to dabble into more complex modes of communication, Genesys really excels. They are able to take the customer experience and track them through your entire system. You can start to see exactly what each customer is doing as they interact with your contact center. From submitting various forms to calling in about certain issues.
Read Robert D'Alessandro's full review
Pete Libis profile photo
February 27, 2019

The Enterprise Interacting Management Backbone

Score 10 out of 10
Vetted Review
Verified User
Review Source
Genesys is the middleware backbone for our entire global customer interaction management system. We use Genesys to handle, manage and deliver our members (and guests) questions, concerns, and requests to some 7000+ agents scattered across the globe. Genesys also provides the 'glue' to integrate into many enterprise systems that provide data or need updates based upon the nature of these interactions.
  • Genesys is more of a highly capable framework of components that can be connected and scaled to meet most any performance requirement. There never seems to be any limitation as to how large or small an entire system can be configured and assembled to meet a set of requirements
  • Unlike many other competing systems, the open-ended flexibility in configuring routing is the best, bar none. Pretty much whatever integration points and routing logic you can dream up, you can build it in Genesys; there is no practical limitation.
  • Technical support at Genesys is also very versed in the capability of their software and seem to be able to understand how it can and has been used by its customers. This provides us developers with a source of online information and support that helps make creating solutions less worrisome.
  • The wealth of documentation is impressive and comprehensive. One area to improve might be in more practical examples of configurations that demonstrate how to use features. The definitions of the options/settings may exist but there are examples where putting them all together, into a working solution are missing or light.
  • More videos like those for GRS configuration would be great in describing new products and how to use features.
  • One trivial request, the support site seems to always ask for PureEngage versus PureConnect when looking for documentation. To me, it doesn't really matter which one it is, but it seems like an extra layer that provides me no help.
I'd say that in all scenarios, except for the small footprint size, Genesys is the right fit for any enterprise installation. You can't beat the flexibility and scalability of the product. The only contrast is the cost of the production and the investment of support staff are more significant than most folks realize.
Read Pete Libis's full review
Alexander Le profile photo
June 12, 2019

Genesys Pure Engage is the future

Score 10 out of 10
Vetted Review
Verified User
Review Source
We are using Speech Miner for speech analytics. We use Genesys to provide insights on data we acquire, to improve the customer experience. and elevate our team members.
  • Quick support
  • Quick implementation
  • Scalability is easy
  • SLA on submitted tickets
  • A better customer experience for clients
The experience has been really good. Genesys listens to us and helps us find the right solutions or directs us to the right people. The Support community is great.
Read Alexander Le's full review
Rashid Yusuf profile photo
April 11, 2019

PureEngage: An ocean of features for omni channel customer experience.

Score 9 out of 10
Vetted Review
Verified User
Review Source
Genesys PureEngage is a world-leading omnichannel customer experience platform. The solution helps the customers to engage with the organization on all communication channels like mobile, web, social media, email and voice. PureEngage is powered by powerful Genesys software which is behind many of the world's leading contact centers. Industry best practices are baked into the product which delivers the best in class omnichannel customer journey. With the growing demand for digital channel usage, Genesys has incorporated the routing and reporting infrastructure to handle omnichannel interactions. PureEngage provides a personalized experience for the customers.
  • Omnichannel routing and reporting
  • Intelligent automation
  • Flexibility and scalability
  • Fully software based
  • SCXML session based orchestration
  • Interaction recording solution needs maturity.
  • Dependencies on open source software.
Genesys PureEngage is suited for any organization looking for an omnichannel customer experience. The advantage of this solution is that it is flexible and scalable to any extent depending upon the needs of the organization. Application development is using VXML standard and can be used by any resource who has knowledge in development principles. This solution is less appropriate for organizations that have a small number of agents and a low call volume.
Read Rashid Yusuf's full review
Pedro Antunes profile photo
August 03, 2019

Genesys PureEngage Review

Score 8 out of 10
Vetted Review
Reseller
Review Source
Genesys PureEngage is one of the products that we install and manage for our largest clients. It is extremely powerful and flexible and allows us to address all business needs of our most demanding customers. Currently, we are giving support, developing IVR and WDE customization and preparing GIA installation for one of our banking clients with PureEngage.
  • Manage the entire life cycle of a client. Follow your clients' interactions through different channels.
  • Provide self-care to clients and help them to be cost effective in their CC's.
  • Provide internal clients with IVR development capabilities.
  • Social media integration.
When your client needs full customization capabilities while demanding firepower scalability, this is the product for you. Genesys PureEngage is powerful and flexible, with insightful reporting for internal clients. It's easy to manage and to evolve, and it can really help to boost your sales department or improve the quality of your IT support department, allowing your business to handle client's communication through multiple channels.
Read Pedro Antunes's full review
Muthukumar G profile photo
July 29, 2019

NextGen Genesys

Score 7 out of 10
Vetted Review
Verified User
Review Source
Currently rolled out for a particular BU. Will be rolled out to few more departments down the line. Offers Omni channel (voice, chat, email) capabilities with centralized routing mechanism.
  • Works well for larger organisation
  • Provisioning is very fast & easy
  • High Availability
  • Be cautious during changes as we faced few outages due to recent changes on the side of Genesys.
  • Keep customers very informed about upcoming releases and its impact.
  • Share the products documents with customers in PDF...E-book is not a preferred option!
Provisioning on new users is easier. No need to worry about patching/server upgrades.
Read Muthukumar G's full review
Jose Leon profile photo
July 26, 2019

You won't regret using PureEngage

Score 10 out of 10
Vetted Review
Verified User
Review Source
Genesys PureEngage is being used for:

Collection: With around 1000 agents, doing different campaigns from early, medium and late delinquency, using a predictive dialing majority.
Marketing: Advertising products, telling our customers that they have a credit line available and that their credit line has been authorized.
Sales: Helping customers finish their online sales.

The primary problem that we have is controlling the dialing ratio between our different services, sometimes we over-dial, making the platform crash, but we are able to get it back up and running very quickly.
Another issue we have is the correct use for the call treatments, to use them correctly and be able to dial all the phones we put into our database.
  • 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.
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.
Read Jose Leon's full review
Nikolaos Thermogiannis profile photo
March 26, 2019

Genesys PureEngage: The leader of Contact Centers

Score 10 out of 10
Vetted Review
Verified User
Review Source
At Intracom Telecom, we are using Genesys PureEngage with almost all components. Intracom Telecom is the leading company for Call Center technologies in Greece and abroad. Therefore, if there's a new application or new Genesys module, we train and implement it officially for our customers.

We also implement Proactive Chat and Genesys Outbound in order to increase customer experience for our customers. We create proper supervisor processes in order to manage Agent's shifts using Genesys WFM. Agent or call based issues are being solved using InfoMart and Interactive Insights reporting. Genesys IVR for enhanced capabilities is also being used in order to design dynamic IVR functions. This is achieved using powerful routing strategies for voice media channels.

Concluding, we use all solutions from Genesys (SIP, E-services, GVP, Routing, WFM, Outbound etc) and it addresses all kinds of problems that have relation to VoIP calls and Contact Centers in general.
  • Tremendous options for customizing to fit any possible business scenario.
  • You don't have to buy everything, just the components you need and add them to the current configuration.
  • There are constant reviews, updates, and hotfixes.
  • Ability to integrate with pre-existing platforms
  • There should be more practical examples of how to use their functionalities.
  • Licenses price.
Genesys PureEngage is focused on medium and large contact centers. You can use CIM Platform, outbound campaigns, media channels, and GVPs. For small call centers, a deep study should be done to implement a Genesys PureEngage scenario because of the complexity and costs.
Read Nikolaos Thermogiannis's full review
Kevin Lintner profile photo
March 15, 2019

Genesys PureEngage

Score 9 out of 10
Vetted Review
Verified User
Review Source
It is being used as the ACD system for the FAA's MyIT Service Center. Chickasaw is the contractor for the Help Desk. I use your program to gather and report call data on a daily, weekly, and monthly basis. Genesys is a powerful utility that makes my reporting duties much easier.
  • Call data on the number of calls received.
  • It allows me to report on calls expected vs actual calls presented and adjust baselines.
  • Run reports on demand from the customer and turn around the finished product very quickly.
  • I would like to be able to add search parameters in a much more user-friendly environment.
If the reports are prebuilt, I can turn around a report request very quickly. If I have to build a report from scratch, it is very time consuming and frustrating. The customer does not like to be asked to wait and it tarnishes our reputation with them. They are not a very patient lot.
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Chirag Sachdeva profile photo
March 09, 2019

Next Generation Contact Center

Score 9 out of 10
Vetted Review
Verified User
Review Source
The application provides hardware flexibility and almost any kinds of customization is possible in Genesys as per customer need.
  • IVR customization and modification is more flexible.
  • Routing parameter is end-user friendly.
  • Integration with 3rd party applications I.e Twitter, Facebook, WhatsApp.
  • Difficult to find training materials.
  • A skilled user has been difficult to find.
  • Audit functionality could be improved as it is not simple for the end user.
Enterprise level contact center.
Read Chirag Sachdeva's full review
Ionut Paraschiv profile photo
May 30, 2019

An asset for CX

Score 10 out of 10
Vetted Review
Verified User
Review Source
In my organization Genesys PureEngage is being used as a workforce management tool. It helps us determine the call rate, the state of our agents, and give us a bigger picture of CSD.
  • On-time updates.
  • I'd like a mobile app to monitor workforce management and agents.
It's helpful when you need to monitor the Service Level in a related department. In my opinion, the only scenario where it's less appropriate is when an assistant (non-administrator) watches over another assistant's activity, but this can be solved inside the company (your client).
Read Ionut Paraschiv's full review
Juan Diego Ochoa Cabrera profile photo
April 30, 2019

Client engagement from the comfort of your couch

Score 8 out of 10
Vetted Review
Verified User
Review Source
We are gold partners of Genesys in Argentina and we use Genesys PureEngage across our organization. We have three departments - professional services, support, and sales. We have twelve accounts with PureEngage currently. I'm working with six consultants in our sales department, all who are certified in different solutions (I have the Genesys eServices 8 certification).
  • Provide information about HUB issues that help us to avoid problems.
  • Quick response from customer care.
  • Very good documentation.
  • Constantly releasing updates with fixes of the product.
  • More Spanish speaking consultants.
  • The ENL of the product must be announced to all the customers.
  • Better documentation page; with the last update, some pages come up as not found or that they don't exist.
Some critical cases are not taken with the "critical" impact. Sometimes we need to call a few times to have a consultant provided on the case. Once that consultant is connected to the platform, the support is amazing. They stay with us until the issue is resolved. I don´t know if exist a "Guard Support" to open critical cases instead.
Read Juan Diego Ochoa Cabrera's full review
No photo available
August 20, 2019

Review from a re-seller of Genesys PureEngage

Score 9 out of 10
Vetted Review
Reseller
Review Source
we use Genesys PureEngage to support our client base. We are a partner with Genesys and re-sell PureEngage.
  • An all-in-one product, not a piecemeal solution so all the same look and feel.
  • It's highly customizable to incorporate all of your business requirements.
  • Best omnichannel multi-modal platform in the industry.
  • I'd like to see an easier user interface.
If you have complex routing needs and reporting - Genesys PureEngage is awesome.
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August 06, 2019

Genesys PureEngage viewpoint

Score 10 out of 10
Vetted Review
Verified User
Review Source
I am a consultant for Genesys PureEngage. The several clients we have worked with, uses Genesys through the organization or in different stages of consolidation towards Genesys.
  • Robust platform and support
  • Premise and Cloud - scalable
  • Recent integration with AI / hybrid solution are a good sell with several clients reluctant to move to PureCloud
  • PureEngage - possible AI integration on premise? many clients want to integrate with AI but have limited on-prem options
  • Tighter integration with Amazon / Google AI
PureEngage is robust for large-sized multi-channel contact centers. Being the long-running Genesys platform, many of the clients are still skeptical about the cloud offering and would like to continue with the existing setup. Losing areas: Apart from PureEngage Cloud - on-premise is not ideal for small/mid sized contact centers. Clients prefer SaaS offering and specifically Amazon connect or Twilio because of the licensing cost. The licensing cost has to be factored in for small/mid sized contact centers.
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July 30, 2019

Pure Engage is the best in class platform for very large on-premise CC solutions

Score 9 out of 10
Vetted Review
Reseller
Review Source
My department is a reseller and integrator for Genesys. I am involved in the implementation of PureEngage solutions. The business problems addressed depend on the customers we implement the solution for.
  • Great flexibility within routing which allows to implement also very complex scenarios.
  • Integration of work-item distribution in the same way as all other media.
  • Nearly endless scaling possibility for very, very large solutions.
  • Documentation of the WDE customizing possibilities with Plugins and usage of internal functions. In many cases, you see just the parameter names of function calls without any description.
  • The outbound solution urgently needs improvement with regard to import possibilities and call bleeding. Call blending in this context means that the agent can switch to outbound record handling in WDE when a customer that missed an outbound campaign call is calling back.
  • Compared to the old configuration manager the basic administration with GAX is painful, especially when working on Annex values and options.
PureEngage is well suited for very large multimedia CC installations which require high flexibility. Less appropriate for small and mid-size installations.
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July 30, 2019

Genesys Capabilities and Maximizing the ROI of Contact Center Technology

Score 8 out of 10
Vetted Review
Verified User
Review Source
We use PureEngage Cloud as our intelligent routing solution to support our sales, service, and claims organizations. Effectively, we route 3 million calls annually to end-users using Genesys IVR solutions in a hosted, cloud environment. The solution is the building block of our omnichannel approach and is the gateway for the contact center transformation journey we are undergoing. Genesys PEC solves our business problems and directs consumers to the right agents to assist callers with their problems in the most efficient way possible.
  • Text to Speech: We can work in an agile fashion to address issues ad-hoc with minimum delay.
  • Rapid Deployment: Genesys allows for a build once to deploy many strategies.
  • Data: We gain a tremendous amount of analytics and insights with GCXI and Designer Analytics.
  • Support could self-service issues without the need for so examples. Relying on the business handicaps and delays restoration of service.
Omnichannel, multi-organization solutions are the sweet spot for Genesys. Enterprises have many examples of businesses that want/need to keep their customers separate and this service is inherent with Genesys technology. Through a rules-based UI, IT can perform this function.
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July 27, 2019

Genesys PE Cloud lives up to the hype

Score 9 out of 10
Vetted Review
Verified User
Review Source
We are currently using Genesys PureEngage within our consumer services division. We will be expanding its use throughout the organization in the coming months. We are using PureEngage to improve customer engagement, reduce human-agent interaction, and reduce call handle time. Our existing interactive voice response (IVR) system is outdated, and this is primarily a modernization effort.
  • Routing
  • Third-party intergrations
  • AI
  • Audit logging
  • Systems support
  • Cloud support
Genesys Pure Engage works well in complex scenarios with a variety of fulfillment systems. If you have a diverse customer base and/or product family, Genesys is a good solution. On-premise Engage is starting to go away, so be prepared to go to the cloud. If your IVR system is fairly simple, this will still work well but is rather expensive for those needs.
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Feature Scorecard Summary

Agent dashboard (66)
7.5
Validate callers (55)
7.9
Outbound response (58)
7.4
Call forwarding (50)
7.7
Click-to-call (CTC) (47)
7.5
Warm transfer (61)
7.6
Predictive dialing (46)
7.5
Interactive voice response (66)
8.0
REST APIs (60)
7.7
Call scripts (45)
7.4
Call tracking (61)
7.8
Multichannel integration (61)
8.2
CRM software integration (64)
7.4
Inbound call routing (59)
8.2
Omnichannel inbound routing (52)
8.0
Recording (47)
7.0
Quality management (48)
6.8
Call analytics (50)
7.4
Historical reporting (60)
7.5
Live reporting (59)
7.5
Customer surveys (39)
7.3
Customer interaction analytics (44)
7.4

About Genesys PureEngage

Genesys 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 PureEngage 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 PureEngage 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 PureEngage 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 PureEngage 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 PureEngage Screenshots

Genesys PureEngage Integrations

Salesforce.com, SAP, Oracle

Genesys PureEngage Competitors

Genesys PureEngage Technical Details

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