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Adoring Genesys Engage (Digital)
Updated August 15, 2021

Adoring Genesys Engage (Digital)

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

Overall Satisfaction with Genesys Engage (formerly PureEngage)

We are a gold partner for Genesys in EMEA [and] we have implemented Genesys Engage in many customers. Also, we are supporting these customers as well.
  • Well architectured.
  • Dynamic.
  • Has various solutions to your requirements.
  • Complex architecture
Genesys is a very powerful platform leading in contact center technology. Very up to date in the technologies used in the platform. Easy to integrate with.

Do you think Genesys Multicloud CX (discontinued) delivers good value for the price?

Yes

Are you happy with Genesys Multicloud CX (discontinued)'s feature set?

Yes

Did Genesys Multicloud CX (discontinued) live up to sales and marketing promises?

Yes

Did implementation of Genesys Multicloud CX (discontinued) go as expected?

Yes

Would you buy Genesys Multicloud CX (discontinued) again?

Yes

Genesys is well suited for medium to large scale customers. I recommend using Genesys, especially in digital channels as it's very powerful.

Genesys Multicloud CX (discontinued) Feature Ratings

9.2
Agent dashboard
9
Validate callers
10
Outbound response
10
Call forwarding
9
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
9
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
9
Multichannel integration
10
CRM software integration
8
9.2
Inbound call routing
9
Omnichannel inbound routing
9
Recording
10
Quality management
10
Call analytics
9
Historical reporting
9
Live reporting
10
Customer surveys
8
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Genesys Engage Support

Supportive and helpful engineers & consultants. Sometimes they make it hard by their requirements and prerequisites during the support but at the end, the support goes to the right way till the issues are solved.

Using Genesys Engage

Because of having many modules and many channels [that] can be integrated, the usability becomes more difficult to train on new channels or new panels being added to the platform.