PureEngage SMS integration
Alan Edwards | TrustRadius Reviewer
December 18, 2018

PureEngage SMS integration

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys PureEngage

We currently have some of our Health Offerings integrated into the PureEngage system to send out automated SMS notifications to our client's patients on behalf of them. These notifications can be simple appointment reminders to health notifications to let the patient know that they are in need of some medical attention by a certain health provider.
  • The reliability of the platform has been wonderful. Since our integration we have not seen any disruption in our services with the PureEngage platform.
  • We have always received timely updates and resolution to any ticket that we may open and have questions about on a particular transaction that we submitted into the system.
  • Insight into the platform logs would be beneficial to integration such as we have. We do not leverage a lot of the built-in functions but leverage the APIs heavily and it would be nice to be able to see dashboards built around the metrics of the APIs so you could trouble shoot some of your own issues without having to submit support tickets.
We have been pleased with PureEngage and the reliability with their network since moving off our existing vendor for SMS notifications as we have not see any network outages like we did in our other vendor. So I would have to say delivering timely SMS messages on demand has been the best part of PureEngage since our offerings have heavy SLAs around patient notifications.
PureEngage has perform as well or better than other platforms that I have currently used or am currently integrated with. I would say that PureEngage is sometimes on the more expensive side of things but you get what you pay for.
We wanted a platform that was ready out of the box and had a presence in the global market.
It seems that PureEngage can plug into a lot of different scenarios such as full system workflow or as our in case just a pass through to send SMS on behalf of our system when we need it. We just needed a platform to push out notifications since our offerings had all the other logic built into it.

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Omnichannel inbound routing
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Call analytics
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Historical reporting
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Live reporting
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Customer surveys
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Customer interaction analytics
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