PureEngage works for us!
November 18, 2018

PureEngage works for us!

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review

Overall Satisfaction with Genesys PureEngage

We are a reseller of Genesys Engage and have it deployed at many customers. Each customer uses it a little differently, from individual departments to the entire organization. It is used with voice, email, chat, text, outbound, and I am sure others I am missing. It is almost limitless in its flexibility and size.
  • Genesys Voice Platform (GVP) offers endless customization and is super flexible.
  • Inbound routing is also super robust and highly customizable.
  • Outbound helps our customers save a lot of hours of work by automating reminders.
  • With incredible customization sometimes comes incredible complexity.
  • There are many ways to do some things, which can get difficult on occasion.
In all honesty, I have not worked with any other products that are comparable to Genesys Engage.
  • AI is an interesting feature that I am sure we will be using in the future.
  • We are starting to use more chat and e-services.
I would say Genesys Engage is best with large and complex scenarios and lots of customization. It can work of course for smaller scenarios, but it seems to be best suited for large projects with geographic separation and lots of redundancy, as well as a lot of complexity and customization. It is really a great high end solution.

Genesys Multicloud CX (discontinued) Feature Ratings

Agent dashboard
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10