Genesys PureEngage Review
November 23, 2018

Genesys PureEngage Review

Pradeesh Reddy | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Engage (formerly PureEngage)

  • Genesys Engage products are being used for IVR purpose for one of our client.
  • It is used by users to get information or to raise an issue regarding the client product.
  • We use phone/email/fax as our services now. Evaluating to use social media.
  • It provides round the clock support for different regions of the globe with different language skillset.
  • Genesys Engage products cover end to end automation of client IVR requirements.
  • It has good reporting features to analyze the available data.
  • It has good workforce management features to get good ROI.
  • Genesys PureEngage product has integration issue with MS-CRM product as its getting out of service.
  • Genesys PureEngage product [GA] should have all the features that Config Manager Editor has so users can use either of them which he prefers.
  • Genesys PureEngage should have a feature so that end to end call flow can be shown/tracked either in GA or CME, instead of going to logs and checking.
  • Avaya
Avaya had been evaluated before choosing Genesys. But based on features Genesys Engage been chosen. I was not there in the project at that time.
  • Still we are evaluating the products and getting to know the new features.
Genesys Engage is the clear choice when it comes to end-to-end call center services. But the cost is prohibitive for small companies, for which Genesys cloud is the choice.

Genesys Multicloud CX (discontinued) Feature Ratings

Agent dashboard
7
Validate callers
7
Outbound response
7
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
7
Interactive voice response
7
REST APIs
6
Call tracking
7
Multichannel integration
6
CRM software integration
6
Inbound call routing
8
Omnichannel inbound routing
8
Recording
6
Quality management
6
Call analytics
6
Historical reporting
7
Live reporting
7
Customer surveys
7
Customer interaction analytics
8