Great product with rich set of features and very stable performance
Updated April 30, 2019

Great product with rich set of features and very stable performance

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

Overall Satisfaction with Genesys Engage (formerly PureEngage)

Distributed architecture, platform handling massive amount of interactions. Used within several departments & sites across the organization. Including intelligent routing of voice, email interactions & outbound campaigning. Currently ongoing major integration with Salesforce CRM. Seamlessly integrated with self services IVR & SMS platform powered by Aspect CXP and Nuance ASR products,
B2B, B2C, HR & Service Ops users.
  • Seamless interaction processing, highly configurable & complex intelligent routing of huge call volumes.
  • Distributed platform architecture in a cloud - always operating within very high SLA.
  • Reasonable API integration with other third party products such as Salesforce, Aspect, Nice, Nuance & more.
  • Great genuine support & professional services offering solutions and customizations.
  • Limited real time and WFM out of the box capabilities required additional customization and integration with third part products to meet the business operations.
  • Somehow complicated licensing model limits the transparency on the actual usage in real time.
  • Great dependency on Genesys engineering and development teams due to the restricted access to the distributed architectural components in the cloud.
  • Web RTC capabilities are still lagging behind.
Pros: It works efficiently with homeworkers & outsourcing partners who are using the same product. It has a rich features & tool set - easy to use as a single all-in platform.
Cons: It is efficient for large complex customer service departments - less appropriate (too expensive) for smaller & simpler organisations. The real-time native chat application appeared to be quite limited (2017) compared to other products focused on this particular market niche.

Genesys PureConnect (discontinued) Feature Ratings

Validate callers
10
Outbound response
9
Call forwarding
9
Warm transfer
9
Predictive dialing
8
REST APIs
10
Call scripts
8
Multichannel integration
8
CRM software integration
9
Recording
9
Quality management
9
Live reporting
9

Using Genesys Engage (formerly PureEngage)