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Genesys PureEngage Review
April 06, 2018

Genesys PureEngage Review

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

Overall Satisfaction with Genesys PureEngage

Genesys Engage is used to provide a centralized work routing and reporting environment for various different media. Be it inbound voice, outbound dialer, email, SMS, and other media, the platform provides a singular view of the agent, their work, and the time they spent on the various aspects of their daily interaction handling.
  • A unified platform for all media interaction routing and reporting.
  • Nearly endless options to configure and customize the applications, user experience, and customer experience.
  • Frequent upgrades and enhancements being released.
  • A large number of features and options can be complex. The applications could benefit from a starting standard set where settings are designed to a "gold" standard and then changes away from that standard would only get done if there is a reason to do so.
  • The sample Routing strategies and IVR application designs that come with the application gives an idea of what can be done, but they aren't a starting point for a "gold" standard design. Having the application come with a full set up starting routing strategy and IVR design would go a long way to helping organizations to start using the applications faster.
  • Application logging and the large number of different applications all logging can make isolating issues very challenging.
Systems like Avaya, Cisco, and Aspect are geared towards their hardware. When I was looking at those solutions, I like how the hardware and software integration worked, but I didn't like how we'd be locked to a single hardware plus software vendor. The other vendors bring a lot more pre-configuration making setting them up faster, but that comes with less flexibility which is where Genesys excels.
  • AI and machine learning are great opportunities for those who can do it effectively.
  • Dynamic response to a changing environment and intelligence in having the system respond to me is the future of where systems like Genesys Engage need to move to.
Genesys Engage is suited for organizations that want a high degree of control over the applications and their behavior. Using Genesys Engage comes with the need to manage the system, the design of the system, and the design of how users use the system. The complex configurations and user security models give a lot of control over the experience, but also are complex which means a lot of planning and testing is always needed.