Complete contact center solution for big and small companies.
Anonymous | TrustRadius Reviewer
October 25, 2018

Complete contact center solution for big and small companies.

Score 8 out of 10
Vetted Review
Review Source

Overall Satisfaction with Genesys PureEngage

We use Genesys PureEngage for our customers to easily integrate their current backoffice systems with their customer contact center.
  • Integration with 3rd party products
  • Flexibility of creating specific customer journeys
  • Integration with the current PABX system as so to not create too much confusion for end-users
  • More intuitive routing design tools
In the beginning it was a steep learning curve which caused a slow start. After this slow start the efficiency was going up and customer contact was more effective. NPS improved greatly.
PureEngage combines the flexibility to be able to integrate and create every customer journey a customer wants together with the possibility to create your own configuration interface to manage the most common day to day options for let's say a supervisor.
The Genesys brand is widely know for it's professional and mature applications. They are a leader on contact center solutions and therefore the most logical choice when choosing a contact center solution. Although PureEngage is actually an on-premise application it can easily be adopted as a cloud or hybrid solution which made it attractive.
  • Expanding to other channels and handle them in the same way.
  • Integrate with knowledge center
Creating custom integrations with applications already used within the organization.
It is less suited when used in a straighforward organization without need for specific integrations and if there is no PABX present and PABX functionality is required.