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Great software, easy to customize.
July 28, 2019

Great software, easy to customize.

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

Overall Satisfaction with Genesys Engage (formerly PureEngage)

We use this across our entire organization, at multiple locations in multiple geographic areas. It provides a singular system that integrates every location and department together.
  • It integrates with other products easily.
  • It has multiple redundancy options for backup.
  • Its easy to manage and make changes.
  • I would like the administrator program to be updated.
  • I would like more virtual server ability.
  • I would like the costs to decrease.
This product scales very easily, from a small company to a massive corporation. It integrates with various platforms and products and allows you to customize almost every feature. Having multi-platform input (calls, chats, texts, emails) all within one desktop client is great for call center solutions.

Genesys PureConnect (discontinued) Feature Ratings

8.1
Agent dashboard
8
Validate callers
8
Outbound response
Not Rated
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
9
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
8
Call scripts
8
Call tracking
8
Multichannel integration
8
CRM software integration
Not Rated
Not Rated
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Engage (formerly PureEngage)