Great Product sometimes pricey licensing
July 30, 2019

Great Product sometimes pricey licensing

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys Engage (formerly PureEngage)

We initially began using the Genesys product when it was Interactive Intelligence. We purchased it for our call centers but now use it across the whole business.
  • Robust Reporting
  • Provides Recordings and allows for QA
  • Skills based routing
  • Licensing can be confusing
  • Price point is high when trying to get upgrades approved
  • Sometimes feel like the push to cloud is a bit aggressive
Genesys works great for our call centers for skills based routing, but sometimes is a bit overkill for Joe user just taking and making calls at the desktop.

Genesys PureConnect Feature Ratings

Agent dashboard
8
Validate callers
6
Outbound response
Not Rated
Call forwarding
7
Click-to-call (CTC)
Not Rated
Warm transfer
Not Rated
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
7
Multichannel integration
Not Rated
CRM software integration
5