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A Few Words on Genesys PureEngage
November 12, 2018

A Few Words on Genesys PureEngage

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller

Overall Satisfaction with Genesys PureEngage

As a Genesys Engage partner, we walk the road to success with our customers. We resell, plan, implement, support and maintain Genesys Engage solutions for our customers.

The team also works with customers for software development consultation and professional services. However, we develop strictly integrated software products on top of the Genesys platform.
  • Genesys Engage is excellent in orchestrating contact center resources thanks to its perfectly integrated components.
  • Your channels for customers may include voice, digital or social media, and Genesys Engage will let you manage them easily.
  • Genesys Engage lets you to trace the interactions from starting until the interaction is resolved.
  • During the journey of the interaction, you may deliver the interaction to any resource that takes actions for the resolution and you may notify your customers on the progress and consider their responses to decide what to do next.
  • The other great thing is, the monitoring and reporting tools help you to analyze and project how good your company is doing, from many different perspectives.
  • From a technical perspective, Genesys Engage - Routing is excellent. It lets you develop very simple flows easily, but also very complex flows can be developed without getting lost in the flow. Supports well-known infrastructure systems like operating systems, RDBMSs, PBXs. So, it is highly possible that your deployment will be done on the infrastructure that you are experienced on.
  • Uses open standards.
  • Components are very robust. It also supports any HA and DRC scenarios that your company policies require.
  • The user interfaces are good looking in general, but they are generally designed from an engineering perspective which hardens daily jobs. The design can be improved.
  • For newer components, the implementation phase might be really hard, due to lack of documentation and low quality documentation.
  • Predictive routing and AI (Kate) solutions are being asked for by our customers.
If you would like to build a contact center, regardless of the number of channels you want to implement, you should consider Genesys Engage. With your investment, your agents will have a simplified working environment, which them lets them handle voice, chat e-mail etc., interactions using the same application. However, they can monitor their statistics..

Your team leaders will have tools for real-time monitoring and historical reporting. Your Business Intelligence team will have data which is suitable for data mining. The CxOs will have any level of reports which helps their decision for the future of the company.

To have the benefits of Genesys Engage, you should build a dedicated team. Also, you should invest in Genesys University training for a faster learning curve and greater results.

Genesys Multicloud CX (discontinued) Feature Ratings

9.2
Agent dashboard
9
Validate callers
10
Outbound response
9
Call forwarding
10
Click-to-call (CTC)
8
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
8
Call scripts
7
Call tracking
9
Multichannel integration
10
CRM software integration
10
8.9
Inbound call routing
10
Omnichannel inbound routing
10
Recording
7
Quality management
7
Call analytics
9
Historical reporting
9
Live reporting
8
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys PureEngage

8 - The team consists of analysts, developers, a pre-sales person and Genesys professionals
3 - They have moderate infrastucture knowledge which lets them drive implementation precess with customers infrastructure teams (such as DBAs, network admins, windows admins, data, security team etc).
  • As a partner, we mostly are asked for - Third party system integrations (like aCRM), multi-channel routing and digital channel integration.
  • We integrated Genesys Engage to route and manage the inbound calls to customers' branches.
  • In this scenario, URS, SIP Server and TServer are used to manage the calls which are not answered at CUCM. URS with SIP Server, handled all hunt group like operations.

Using Genesys PureEngage

Even if it is hard to learn Genesys Engage, you will love its flexibility and capabilities.
ProsCons
Like to use
Relatively simple
Easy to use
Well integrated
Consistent
Feel confident using
Requires technical support
Slow to learn
Lots to learn
  • Once learned, developing call flows throung IRD is easy.
  • Configuration/Integration process of each solution requires in-depth product knowledge for the successful impelemention of business needs.