Genesys PureEngage. Great product with a strong history and promising future.
August 27, 2018
Genesys PureEngage. Great product with a strong history and promising future.
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureEngage
We use Genesys Engage across our organisation to prioritise and distribute incoming calls, emails and work items. It supports our Connections, Assurance and Operations centres.
- Blending of multiple incoming channels (Voice, Email, Back Office) is key to keeping a good variety of work to our agents and keeping them engaged and occupied.
- Genesys Engage is a mature and resilient product. It has provided us with 99.999+% availability over the last 6+ years.
- The ability to distribute back office work via Genesys iWD has allowed us to get terrific insight into the metrics for this previously not-tracked work.
- Some of the newer interfaces developed for PureEngage are not yet as mature as the older interfaces. Often a you can use a new interface for 90% of features but also need to leave legacy interfaces in place for the remaining 10%.
- Licencing of the product is complex and inflexible. It is not possible to change one licence type for another (e.g. email to web chat) as business needs evolve.
- Costs for maintenance and ongoing support increase over time. The vendor adds an arbitrary percentage to the cost of support each year that is in no way linked to inflation or any other price index. I know they are not the only IT vendor to do this (milking existing customers for more money each year for the same products) but it seems to punish brand loyalty rather than reward it. This will be the single biggest driver of customers away from the product over time. For any new customer thinking about PureEngage, make sure you calculate TCO over a number of years.
We considered a number of solutions when we first chose Genesys Engage, however this decision was made ~7 years ago. Other similar products in the market were not mature (Cisco UCCX/E) and did not have the same features as Genesys Engage. We have not looked at any of the more modern products (Amazon/Google offerings) and could not comment on what decision we would make now. I do believe the R&D invested each year by Genesys keep their products at the top of their field.
- Once AI / Machine learning is more mature, we may consider this as a way to increase productivity of our workforce.