Genesys Engage Review
May 27, 2020

Genesys Engage Review

Sagar Shah | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Engage (formerly PureEngage)

Genesys Engage is pitched by our organization where the requirement is to have all the features of Genesys along with future scalability. We have an implementation team who have already deployed enough Engage solutions in customer fields like banking, airlines, insurance, telecom, travel tourism, etc.

Pros

  • Can be fully customized to meet customer demands.
  • Provides truly omni-channel experience
  • Extremely scalable

Cons

  • Time-consuming to implement
  • Expensive compare to Pure Connect and Pure Cloud
Genesys Engage will be best suited where a customer needs all the channels (Voice, Email, Chat, Social media) and has a decent contact center size.
For small contact centers and with customers only focused on voice channels, it is advisable to not suggest Genesys Engage as its cost will be on the higher size--PureConnect can be recommended there.

Genesys Multicloud CX (discontinued) Feature Ratings

9.6
Agent dashboard
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
Not Rated
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
8
Call tracking
8
Multichannel integration
10
CRM software integration
10
8.9
Inbound call routing
10
Omnichannel inbound routing
10
Recording
6
Quality management
6
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
8
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

More Reviews of Genesys Multicloud CX (discontinued)

  1. Home
  2. Contact Center Software
  3. Genesys Multicloud CX (discontinued) Reviews
  4. User Review of Genesys Multicloud CX (discontinued)