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GenesysPureEngage Rules
Updated September 16, 2019

GenesysPureEngage Rules

Gennaro Montanino | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys PureEngage

Genesys Engage is used in the whole organization. All contact center users manage the customer journey from AXA customers via Genesys Engage. More and more departments ask to onboard on Genesys platform to benefit from the features it provides. The business needs are addressed simply because the possibilities you have with Genesys Engage are really a lot. We use Genesys for inbound, outbound and workload distribution.
  • Possibilities to integrate with a legacy system are easy
  • You can customize the routing strategy in a lot of ways
  • Stability
  • User Interface: Genesys Administrator is an old platform and is not user-friendly for configuration.
  • Outbound is missing a lot of basic features and campaign administration is too complex for a business user.
  • Sometimes Genesys is linked to third-party software that is not always stable.
  • Cisco ICM, Infomaster and Content Guru
  • Stability
  • Customization possibilities
  • Road map
  • Vendor
  • Cloud
  • AI/Machine learning
Well suited:
1) Customer journey and contextual routing
2) Integration with a legacy system

Less appropriate:
1) Outbound
2) User administration

Genesys Multicloud CX (discontinued) Feature Ratings

8.0
Agent dashboard
8
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
8
Interactive voice response
8
REST APIs
8
Call tracking
8
Multichannel integration
8
CRM software integration
8
7.0
Inbound call routing
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys PureEngage

1055 - Customer Care
Service Center
Sales
Telemarketing
HR
9 - Genesys Engineering
SQL
Microsoft OS
Analytic mindset
  • Inbound Call
  • Sales Call
  • Interaction Management
  • CoBrowsing
We will migrate to Genesys Cloud. Genesys Engage on Prem is too expensive on daily basis to run. Moreover innovation is difficult to reach

Evaluating Genesys PureEngage and Competitors

  • Product Features
  • Prior Experience with the Product
  • Vendor Reputation
The prem vs. cloud options

Genesys PureEngage Implementation

Do it phases
  • Implemented in-house
Yes - Development,
Acceptance,
UAT
Production
Change management was a major issue with the implementation - involve the stakeholder since the first phase
  • Routing issue

Genesys PureEngage Support

Sometimes is difficult to become a complete answer and oft the product doesn't allow what we asked (for example Pulse SSO)
ProsCons
Support understands my problem
Escalation required
Yes - I reported a Configuration Server LDAP bug but it was resolved after a month

Using Genesys PureEngage

There are a lot of GUI (Cax, Pulse, iWD manager, GIA, etc.) there is no a single place where the user can work
ProsCons
Like to use
Unnecessarily complex
Difficult to use
Requires technical support
Not well integrated
Inconsistent
Slow to learn
Cumbersome
Feel nervous using
Lots to learn
  • nothing, you need some type of effort to perform task
  • GAX
  • Skill changes
  • Pulse
  • Agent moving
  • Stop and start solution