Genesys heavy user feedback
August 27, 2018

Genesys heavy user feedback

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys PureEngage

We use Genesys Engage as a core routing platform to manage all our customer interactions including voice, email, web and mobile solicitations.
  • It aggregates all the medias and provides a uniform interaction platform
  • It easily integrates with third-party solutions and homemade applications to provide a seamless experience to users
  • It is a very robust solution
  • It is very good at providing tailor made solutions matching complex business needs. If you leverage its sdks and the Composer development platform, almost nothing is impossible. You are never stuck with a closed and limited solution.
  • Applications should be migrated to micro services to facilitate day-to-day operations and improve performances and scalability.
  • Some interfaces should be refreshed (wfm for instance) and even recently renewed ones could be more user friendly
  • Pricing is high (it really is a premium product), some capabilities are optional and should be included in the core packages as they are key to take the most of the platform (especially the sdks and infomart)
  • We will definitely continue to integrate Genesys Engage more deeply with our business applications
  • We will look at additional automation and especially AI capabilities
If you need to build a multi media contact center that will be tailor made and able to evolve according to your business needs then I would definitely recommend to Genesys Engage. If you only need everybody's call center with basic functionalities and are not willing to invest time to customize the solution then I would not recommend it -- do not expect a plug and play solution.