You can’t go wrong with Genesys
Anonymous | TrustRadius Reviewer
Updated July 25, 2019

You can’t go wrong with Genesys

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys Engage (formerly PureEngage)

We use it mostly for our Customer Service Departments but, do have some users set up as a business user.

We have our IVR built into Genesys which customers can call into and receive account balance and listen to their transactions.

Our IVR has cut down on the calls that come into the Customer Service Department and the time the Agents would spend with the customers going over account activity.

  • Functional and easy to use. Clean interface makes it easy to navigate.
  • Support is always eager to solve any issues and answer any questions.
  • Very easy to deploy a large amount of phones.
  • I would like to see additional training or knowledge classes available remotely.
We were using Interactive Intelligence prior to Genesys taking over. The company was already using Interactive Intelligence prior to me being hired.
I believe Pure Connect is suited for Call centers as well is an independent business user.

Genesys PureConnect Feature Ratings

Agent dashboard
8
Validate callers
7
Outbound response
8
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Interactive voice response
10
REST APIs
9
Call scripts
9
Call tracking
8
Multichannel integration
9
Inbound call routing
10
Omnichannel inbound routing
9
Recording
9
Quality management
9
Call analytics
9
Historical reporting
7
Live reporting
6
Customer surveys
9
Customer interaction analytics
9