Overall Satisfaction with Genesys Engage (formerly PureEngage)
I'm working with IVR development, BI reports, WDE customization, Strategies etc. In my company we work with customers (Banks and Contact Center enterprises) that acquired Genesys Licensing and need PS to create solutions for Contact Center in Genesys Engage. We work with chat (WhatsApp integrated), voice for receive final customer contacts.
I think that Genesys is very customizable and, for using Genesys like an intelligent call routing platform with useful information in real time, it would need integration with a dev team and a business team.
It's not a useful platform if you don't want to prepare/customize a platform to give you information that it doesn't give naturally.
- Genesys Cloud (formerly PureCloud)
Genesys Cloud - it's more simple, for customers who don't want highly complex architecture, without great integrations and complex reports. Cloud doesn't have many logs to analyse the environment, in some cases, we need help from Factory Support.
Genesys Engage shows us advanced tools and good support, a very scalable platform.
- Genesys analytics.
- Context services.
I recommended Genesys to companies with very complex business rules that receive a lot of calls or chats. For small companies with not very complex business rules, many features would not be used, so I would recommend, in this case, to use another, less expensive platform with fewer features.