Another Satisfied Customer of Genesys PureEngage
Anonymous | TrustRadius Reviewer
November 12, 2018

Another Satisfied Customer of Genesys PureEngage

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys PureEngage

Genesys PureEngage has been implemented and deployed as our sole tool for handling the customer omni-channel experience for the whole organization. Its main purpose is to support the customer across a few different channels of communication. It is mainly used for prioritizing and distributing calls, emails and social media, while also having it integrated with Salesforce. It's the only tool in the organization for the above-mentioned purposes.
  • IVR capabilities are well aligned and the functionality is complex, yet super effective to use and integrate.
  • Amazing capabilities for voice channels, and not just media channels.
  • Integration with third-party platforms is easy to carry out and works well and as expected.
  • Extensive reporting tools make it easy to focus more on the customer experience enhancements.
  • Real-time reporting can be improved in certain areas. Sometimes there is a mismatch between the real-time and historical data (maybe due to the system data refreshing as you view them).
  • Some of the support documentation lacks integrity. It seems like different teams worked on the documentation, thus, it's not consistent in some places. Would be good to have it reviewed.
  • Would be good to have a functional video-chat ability.
The main impact of implementing Genesys PureEngage has been quite positive so far. There hasn't been any advanced solution before in the company (other than very basic tools.) We can see the high customer experience standards that we are creating with this platform. At the end of the day, a satisfied customer and a well-managed internal system are all matters, and both are well achieved by this system.
When deciding whether to go for Genesys PureEngage or not, we researched lots of other platforms. However, we chose Genesys because, in addition to its functions, Genesys is a stable company, and the product is agile (coming from my previous experience with Genesys other products.) Furthermore, the functionality and the flexibility this product offers were right on point for what our company needed.
  • Might enhance the integration with the Salesforce platform to make it a more CRM linked system.
If you are looking for an all-in-one solution, PureEngage might be the right platform. However, due to its steep learning curve, you might need to invest some time and money to fully understand the functionality. What's more, if you are intending to have a customer service platform that is also well integrated with existing systems, this might be a good go, as the integrations are quite easy-to-use and manage with Genesys. Last but not least, the main scenario where this can be used is if you intend to build a media contact center that will evolve with your growing business, Genesys PureEngage might be a suitable solution. However, it's still advised to research its adaptability to your business needs before jumping in.

Genesys Engage Feature Ratings

Agent dashboard
10
Validate callers
9
Outbound response
9
Call forwarding
9
Warm transfer
Not Rated
Predictive dialing
Not Rated
Interactive voice response
10
REST APIs
9
Call scripts
8
Call tracking
9
Multichannel integration
10
CRM software integration
10
Inbound call routing
10
Omnichannel inbound routing
10
Recording
Not Rated
Quality management
9
Call analytics
9
Historical reporting
8
Live reporting
7
Customer surveys
Not Rated
Customer interaction analytics
Not Rated