Updated September 05, 2016


Rui Ferraz | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys PureEngage

Genesys Contact Center is currently being used by Contact Center BPOutsourcing services to present an all in one service to public and private organizations in Portugal (B2B Market). This platform was built several years ago with the capability of up 1000+ agents in order to support our internal Contact Centers and customer care services. (B2C Market)

Our Genesys solution is currently integrated with CRM and other Scripting platforms in order to offer a pseudo omni-channel solution.
  • Supported through multiple VoIP vendors
  • Focused on the high market solutions
  • New version support virtualization
  • Stable, but with bumpy starts
  • Support out of the box integration with cloud CRMs
  • More extensive APIs for Email and Voice
  • Dynamic and do-it-yourself reports
  • Scripting
  • We already had an installed Genesys platform, we just upgraded it and supported new PBXs
  • This solution allowed us not to buy a new platform.
For Greenfield solutions we are suggesting other platforms which allow easy integrations and communication with cloud CRM and the security of services evolution. Nevertheless Genesys is a good solution for clients with a lot of focus in voice communication. The strong ACD and outbound paces are a good solution for one-channel solutions with a great base of agents.

It's well suited where we have a multitude of VoiIP solutions throughout the organization and/or an installed base of contact center modules.

I would advise it when the client would already have a centralized Genesys platform and wanted to incorporate more locations to its enterprise. For example when we have an installed base and the client just wants to buy a new PBX, no matter the manufacturer of the PBX. We are using the platform for our Contact Center outsourcing services. We are using Genesys as an ACD and CTI. For the other modules like for example Scripting and Reporting we are using other solutions that were built internally.

Evaluating Genesys PureEngage and Competitors

  • Price
  • Product Features
  • Vendor Reputation
  • Existing Relationship with the Vendor
The decision to implement the product was build around the price of the service, with a great focus on the voice channel. The relationship with the integrator was very important because he suggested genesys' platform.
Nowadays the customer care platforms are focused on an omni-channel look over the client, the decision to select a contact center platform is built around the integration capabilities that a platform can offer and the capacity to evolve around the business, incorporating all the channe is where the customer care is offered.