Genesys Engage Review
August 19, 2020

Genesys Engage Review

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Engage (formerly PureEngage)

We support and implement the Genesys Engage services used by our clients. Applications are also developed that integrate with Genesys. A complete service is provided to our clients for their contact centers, ranging from voice channels, chat, email, social networks, reporting systems, routing, etc.--everything in Genesys Engage.

Pros

  • Available 24/7
  • They have an internal escalation system, which makes it easier for clients to process a case.
  • For question cases or high-level problems, they have good response time.
  • It has very good and complete documentation

Cons

  • In critical cases sometimes the response times are not the best.
  • Due to time zone differences, sometimes communication is delayed.
  • Although service in general is quick, there is not always an expert in all services at all times.
  • Genesys Cloud
  • IVR attended by an IA
It provides a wide and excellent service that covers all communication areas that a contact center may need. The score is a 9 and not a 10, due to the problems that can sometimes arise with customer care.

Genesys Multicloud CX (discontinued) Feature Ratings

9.1
Agent dashboard
7
Validate callers
8
Outbound response
10
Call forwarding
8
Click-to-call (CTC)
9
Warm transfer
10
Predictive dialing
10
Interactive voice response
9
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
10
Multichannel integration
10
CRM software integration
Not Rated
9.3
Inbound call routing
10
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
8
Call analytics
9
Historical reporting
7
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

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