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Simple and brilliant
Updated April 06, 2019

Simple and brilliant

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

Overall Satisfaction with Genesys PureEngage

Genesys Engage is being used across whole organization, distributed across 4 different countries and several different departments with 3500+ seats and all the channels offered by Genesys.

We recommend the solution because we are a banking and finance providing company, and Genesys Engage enables us to run Genesys within our own premises on our own terms and conditions through our compliency strategy.
  • Compliant with finance market regulations
  • Multichannel enabled with different flavours
  • Support for integration with other platforms
  • Huge echo system around
  • Sip endpoint based environment using Sip proxy
  • Gem solution more American then European
  • Including more social media based support like WhatsApp
No comparison
  • Integrations with third party apps
  • Building software based on PSDK
  • Adding WhatsApp as a channel
Especially finance and banking industry with 2000+ seats. Customer data regulations and compliance are big requirements which can be achieved by running Genesys Engage.

Genesys Multicloud CX (discontinued) Feature Ratings

7.4
Agent dashboard
9
Validate callers
5
Outbound response
6
Call forwarding
6
Click-to-call (CTC)
7
Warm transfer
7
Predictive dialing
7
Interactive voice response
8
REST APIs
8
Call scripts
7
Call tracking
7
Multichannel integration
9
CRM software integration
10
7.1
Inbound call routing
7
Omnichannel inbound routing
9
Recording
5
Quality management
6
Call analytics
7
Historical reporting
8
Live reporting
7
Customer surveys
8
Customer interaction analytics
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys PureEngage

4000 - Retail consumer and personal banking 24/7
Cards and Credit org
Pension solutions
Financing
Private banking
Mortgage banking
Savings
25 - General IT Developers
Genesys Developers
IT Operations and infrastructure
Netwiork engineers
Local Business Support
  • Multichannel and Omni channel affect
  • Same experience for customers in 6 different countries
  • Common platform and a single solution supporting 6 different countries
  • Single IT operations and skills required to support the whole platform
  • Custom made Channel management and admin tool based on Genesys PSDK
  • Chat bot implemented based on genensys psdk, and able to use different AI vandors in the background based on their APIs
  • end to end complete automated outbound tool implement genesys outbound suite in the background
We stand strong with our implementation of the genesys platform, and have a stable infrastructure. We expand based on the customer and marker trends, but we do not renew untill something is not broken