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Review: "Genesys PureEngage Experience is Service Made Easy"
https://www.trustradius.com/contact-centerGenesys PureEngageUnspecified7.6122101
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Updated January 29, 2019

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
  • Genesys PureEngage has a solution for the entire contact center ecosystem starting from routing, reporting thru to workforce optimization.
  • 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

Genesys PureEngage Feature Ratings

Agent dashboard
7
Outbound response
8
Warm transfer
9
Predictive dialing
9
Interactive voice response
9
REST APIs
10
Call scripts
Not Rated
Call tracking
Not Rated
Multichannel integration
10
CRM software integration
7
Inbound call routing
10
Omnichannel inbound routing
10
Historical reporting
10

Using Genesys PureEngage

Users and Roles

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. We've also recently enhanced our system by providing our customers the ability to schedule a callback to interact with support staff at a time that most suitable for them.



Support Headcount Required

10 - 

Windows / Unix basic skills.

.net / C# skills for agent desktop customization

modern web development technologies for thin agent desktop customization

Basic SQL experience

javascript will be great for advanced voice / multimedia routing development.

integration experience

open source technologies such as ElasticSearch, Cassandra, NGINX, Tomcat

VXML for IVR application development.

SIP / Avaya / Session Border Controller

Business Processes Supported

  • omni channel context service routing
  • rich multimedia capabilities
  • immediate/ schedule callback capabilities

Innovative Uses

  • leverage Genesys context services for case ownership routing
  • automate proactive sms notification

Likelihood to Renew

9
rich feature Contact Center Technology platform

Evaluating Genesys PureEngage and Competitors

Products Replaced

Yes - we were using nortel / avaya prior to Genesys. We wanted best in suite software that could deliver skill based routing and reporting. Additionally we wanted a platform that could scale and handle upwards to 15000 agents.

Key Differentiators

  • Product Features
  • Prior Experience with the Product
  • Vendor Reputation
Strong Routing / Reporting capabilities

Evaluation Lessons Learned

I would not hesitate in going with Genesys platform as our core contact center technology.

Genesys PureEngage Implementation

Implementation

8
It has to be a collaborative effort between professional services and internal IT team to implement a successful supportable solution.

Implementation Details / Implementation Partner

  • Implemented in-house
  • Third-party professional services

Aria Solutions

Genesys

Connex

Implementation Phases

Yes

Change Management Lessons

Change management was a minor issue with the implementation

Implementation Issues

  • Product defect that typically required vendor's development team to fix before we can proceed.

Genesys PureEngage Support

Support

7

There's definitely room for improvement. I would have love to see the chat functionality work more frequently. The level of expertise has diminished over the years. I understand that this in part has to do with the number of new products that has been introduced, but should not be an excuse for the lack of readiness.


Genesys PureEngage Customer Support Pros and Cons

ProsCons
Good followup
Kept well informed
Immediate help available
Support cares about my success
Quick Initial Response
Need to explain problems multiple times

Premium Support

Yes

Bug Resolution

Yes - I'd say majority of the time it's resolved to my satisfaction, but there are also handful of instances where the issue seem to go nowhere. I'd be happy if support was more proactive in calling the customer to establish some sort of a real time troubleshooting session if the correspondences went on for days beyond SLA.

Exceptional Examples of Genesys PureEngage Support

During critical production down events Genesys support staff along with their management escalation team would conduct and coordinate for regular interval meeting to provide updates to our executives.

Using Genesys PureEngage

Usability

7
Most of the thin GUI applications are not mobile friendly with the exception of Genesys Widgets. The legacy framework needs to be refactored with a modernized design principles to allow for more scaleable fault tolerant architecture.

Usability Pros and Cons

ProsCons
Like to use
Well integrated
Consistent
Feel confident using
Requires technical support

Easy Tasks

  • Core Framework is very easy to use and administer resources for the platform
  • The general installation process for all of the applications are consistent and simple
  • The historical reporting application uses standard best practice star schema model that allows for easy BI user consumption

Difficult Tasks

  • Conversation Manager needs to be more well thought out as a product for implementation.

Mobile Interface Availability and Impressions