10 years of experience with Genesys PureEngage at a glance
Anonymous | TrustRadius Reviewer
November 27, 2018

10 years of experience with Genesys PureEngage at a glance

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys PureEngage

PureEngage 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 PureEngage, 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.
  • 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.
  • 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.
Genesys Pure Engage has helped us reduce the TCO by combining several contact center infrastructures into one solution. Also, the multichannel approach has many benefits:
  1. one agent desktop for all channels (reduced deployment overhead and maintenance)
  2. unified reporting for a 360 degree view of a customer journey
  3. less integration work - one backend integration can be reused for all channels
  4. bettter agent utilization - channel silos are removed, agents can work on several digital channels at once
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.
Factors that were important to us were:
  • enterprise- grade quality
  • scalability
  • future-proof solutions
  • references
  • know-how available on the market
  • Professional Services
  • Assynchronous messaging: Apple Business Chat, WhatsApp
  • Move from on-premise to cloud
PureEngage 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 Engage Feature Ratings

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
Inbound call routing
10
Omnichannel inbound routing
8
Recording
8
Historical reporting
10
Live reporting
6