Do not fall asleep, you've got a good product!
Bernard. Questiaux | TrustRadius Reviewer
October 25, 2018

Do not fall asleep, you've got a good product!

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys Engage (formerly PureEngage)

We are a contact center, so we use internally the solution but we also offer services based on the platform for external customers.
So we have external users of the platform handling various types of interactions and we have a portfolio of automated services running on the platform -- self services on the IVR and Bot on the Chat.
  • Open - easy to integrate with other applications of the applicative landscape
  • Scalable
  • Reliable
  • Reporting/Monitoring : capacity to make value from the information collected
  • Efficient support of the new interaction channel as the social media
  • Voice analytics
Open solution with a great presence in the sector.
The ecosystem was quite large and strong but it is not the case anymore.
With the pricing policy, it is the second weakness of PureConnect : let's have a look to some competitors and you will see a landscape which is more rich.
One of the most important problems with PureConnect is the extremely conservative pricing model.
For this reason, it's an appropriate solution for recurrent and stable activities.
But once we speak about volatile, specific, creative solutions, we need to look to solutions like Twilio.

Using Genesys Engage (formerly PureEngage)