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Review: "Genesys PureEngage Experience is Service Made Easy"
https://www.trustradius.com/contact-centerGenesys PureEngageUnspecified7.490101
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Updated August 14, 2018

Review: "Genesys PureEngage Experience is Service Made Easy"

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys PureEngage

Genesys PureEngage is being used by the majority of the organization to deliver omnichannel experience to TELUS customers.
  • Interaction Routing capabilities is second to none
  • Open flexible integration available APIs
  • Support department is stellar
  • Better documentation
  • Conversation Manager product should have ready to use solution blueprints segmented by verticals for ease of implementation
  • Historical analytic products could be improved and refreshed
  • Better support for open source products if used as part of a product offering. IE Elasticsearch, Cassandra etc.
We've seen a higher NPS as a result of introducing multichannel capabilities to our customers. We were also able to reduce the number of calls to the contact center and divert them to less costly channels such as chat and SMS reducing our overall opex cost to the contact center.
Far superior in terms of being best of suite solution. Very well thought out in terms of routing, reporting, and various other product offerings.
Genesys has always proven to be a leader in the magic quadrant year in year out which speaks to the leadership's ability to drive the company to be constant innovators. As an organization from top to bottom, they have been very easy to deal with. Personnel from Genesys are always working and viewing us as partners as opposed to just customers and that goes to show how they're supportive of our organization to be successful.
  • AI bot to assist both customer and employee interactions
  • Genesys Hub to manage popular channels such as Whatsapp and WeChat
  • Predictive Routing capabilities
Suited for big organization that has different user groups with different integration demands

Using Genesys PureEngage

5000 - We're using Genesys PureEngage to handle voice inbound / outbound and multimedia interactions to support customers with their account management and technical support inquiries.
10 - Windows / Unix basic skills.

Voice / Multimedia routing development

Basic SQL development
  • omni channel context service routing
  • rich multimedia capabilities
  • immediate/ schedule callback capabilities
  • leverage Genesys context services for case ownership routing
  • automate proactive sms notification
rich feature Contact Center Technology platform

Evaluating Genesys PureEngage and Competitors

Yes - we were using nortel / avaya prior to Genesys
  • Product Features
  • Prior Experience with the Product
  • Vendor Reputation
Strong Routing / Reporting capabilities