10 years of experience with Genesys PureEngage at a glance
November 27, 2018

10 years of experience with Genesys PureEngage at a glance

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys PureEngage

Genesys Engage is used as a primary omni-channel contact center solution, to engage customers in inbound and outbound conversations through the voice channel, as well as a variety of digital channels. Thanks to Genesys Engage, we can consistently engage customers no matter what channel they use and have a 360 degree view on the customer journey. Finally, Genesys develops with the market so that we can rely on them to provide a customer engagement solution for new digital media channels that show up on a regular basis.

Pros

  • Omni-channel architecture, one platform for voice and digital channels.
  • Scalable, enterprise-grade quality.
  • Excellent Professional Services.
  • Future proof: always trying to stay a step ahead of market trends.

Cons

  • On-premise products slow to adopt cloud infrastructure (hybrid / public cloud).
  • Missing configuration management / DevOps strategy for on-premise solutions. External tools (like InProd) are required to fit the gap of configuration management between dev/test/prod environments, and for configuration audit.
This is not really a fair comparison. Collab is a solution for small and medium business that totally failed in a large enterprise. It did not scale enough and the software quality was insufficient.
  • Assynchronous messaging: Apple Business Chat, WhatsApp
  • Move from on-premise to cloud
Genesys Engage is very suitable for large enterprises, because of its scalability and reliability. It is less suitable for small and medium businesses, or for greenfield deployments.

Genesys Multicloud CX (discontinued) Feature Ratings

9.5
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
8
Call tracking
10
Multichannel integration
10
CRM software integration
7
8.4
Inbound call routing
10
Omnichannel inbound routing
8
Recording
8
Historical reporting
10
Live reporting
6
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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