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I'm an analyst who works with Genesys every day.
April 29, 2020

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

Luiz Arthur Maceno Gomes | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Engage (formerly PureEngage)

We use Genesys Engage in our IVR but we do support for customers that have Genesys and we have some projects going on right now that we are installing Genesys Engage.
  • 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.
Compared to PureConnect, Genesys Engage is superior in compatibility and customization.
  • Improvements in the company's IVR.
  • CRM integration.
  • Customer care support integration with IVR.
Genesys is well suited for big customers with a lot of customization, almost all our customers that use Genesys Engage ask for a lot of customizations and Engage is the best in this scenario.

Genesys Multicloud CX (discontinued) Feature Ratings

7.5
Agent dashboard
8
Validate callers
8
Outbound response
7
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
9
Predictive dialing
7
Interactive voice response
9
REST APIs
7
Call scripts
6
Call tracking
8
Multichannel integration
7
CRM software integration
6
8.1
Inbound call routing
9
Omnichannel inbound routing
8
Recording
8
Quality management
8
Call analytics
8
Historical reporting
8
Live reporting
8
Customer surveys
8
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated