Genesys PureEngage Reviews

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223 Ratings
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Score 8.0 out of 101

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TrustRadius Top Rated for 2019

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Reviews (1-15 of 15)

Jose Leon profile photo
Score 10 out of 10
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Likelihood to Renew

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

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

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

sales increased, thanks to the promotion.

the level of service and customer service was improved.
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Score 10 out of 10
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Likelihood to Renew

Genesys PureEngage is instrumental in us meeting our service obligations to our customers. PureEngage enables our organization to deliver interactions to the right staff and helps us minimize service and coverage gaps through historical and real-time reporting. Additionally, we feel that only Genesys PureEngage can meet and exceed our business needs and requirements.
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Apostol Savu profile photo
Score 10 out of 10
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It's the best product with customizations that fit our organisation. It is easy to upscale and is innovative. It has easy integrations with different back end and front end platforms and off the shelf integration of VoIP with a number of SBCs.
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April 06, 2019

Simple and brilliant

Score 7 out of 10
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Likelihood to Renew

We stand strong with our implementation of the genesys platform, and have a stable infrastructure. We expand based on the customer and marker trends, but we do not renew untill something is not broken
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No photo available
Score 9 out of 10
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Likelihood to Renew

Because Genesys PureEngage helps the company to reduce costs, improve sells, give to contact center more operation controls. Genesys invest a lot of money and effort every year to give the best way to their clients to improve the business and CX.
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Score 9 out of 10
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Likelihood to Renew

Genesys Contact Center Portfolio is an expensive product to purchase and maintain. Once committed to, it is also an expensive product to replace. That said, our company is constantly evaluating Genesys and other contact center technology vendors to determine which will provide us with the best ROI.
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Feature Scorecard Summary

Agent dashboard (69)
Validate callers (58)
Outbound response (61)
Call forwarding (52)
Click-to-call (CTC) (50)
Warm transfer (67)
Predictive dialing (48)
Interactive voice response (71)
REST APIs (65)
Call scripts (48)
Call tracking (66)
Multichannel integration (65)
CRM software integration (68)
Inbound call routing (62)
Omnichannel inbound routing (54)
Recording (48)
Quality management (49)
Call analytics (52)
Historical reporting (62)
Live reporting (62)
Customer surveys (40)
Customer interaction analytics (45)

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, 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