Review from a telco engineer | TrustRadius

Use Cases and Deployment Scope

Genesys Engage is deployed in Vocus to support our own Contact Centre with about 2000 agents provisioned.

Pros and Cons

Reliable performance of Genesys applications in spite of the installation on VMs
Range of features provided
Flexible to interact with other web service for IVR customization

Cannot cancel call back call after agent accepts preview
Agent can still go ready when headset is unplugged but call is actually rejected by SIP Endpoint
Screen recording is tied to voice recording for blending agents

Future Planned Uses

Multimedia (email, webchat)
Outbound calls

Likelihood to Recommend

It is a common framework for all applications that's easy to be deployed, but it has a long period to wait for new feature requests.