CX is Genesys PureEngage
Serdar KAYA | TrustRadius Reviewer
Updated January 28, 2020

CX is Genesys PureEngage

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys PureEngage

Previously, we were using IN-IN call center technology in our call center, but we have moved and use Genesys Pure Engage. The reason for this change was a refreshment on IVR and routing ability. We got really good customer feedback after the switch.
  • I like the product that's why we have changed from IN-IN (former name of Genesys PureConnect) to Genesys PureEngage.
  • The services we're taking from the vendor is also satisfying.
  • Genesys Support is also good.
  • Genesys support side took some time to solve issues, maybe it can be improved.
  • Other than this, real-time reporting should be improved as well, CCPulse or Pulse isn't efficient for us.
  • License price
With designing new IVR which provides and improves our AHT values and makes effective use of our Agents. Therefore, Genesys PureEngage solution is well suited. It has also improved our customer experience directly. Mobil Chat is one example for customer experience.
Previously, we were using IN-IN call center technology. After that, we moved and began to use Genesys Pure Engage. This is a big leap for us. The reason for this change was a refreshment on our IVR and routing ability. We got really good customer feedback after this change.
The license should be arranged properly according to your operations, Such as Inbound, outbound, and non-voice media channels. Choosing a vendor is also important for the prospective customer, they will be your companion.
  • Decrease license price
  • Free exam voucher along with business care
Previously, we were using IN-IN call center technology. After that, we moved and began to use Genesys Pure Engage. This is a big leap for us. The reason for this change was a refreshment on our IVR and routing ability. We got really good customer feedback after this change.

Genesys Engage Feature Ratings

Predictive dialing
8
Interactive voice response
8
REST APIs
8
Call scripts
8
Call tracking
8
Multichannel integration
8
CRM software integration
8

Evaluating Genesys PureEngage and Competitors

Yes - We were using ININ version 3.0 before,
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Prior Experience with the Product
  • Vendor Reputation
  • Existing Relationship with the Vendor
  • Positive Sales Experience with the Vendor
  • Analyst Reports
  • Third-party Reviews
We wanted it to be the best and stably integrated system with the applications we wrote and used.
I think application integration and distribution of applications are very stable. It works very comfortably via 3rd party applications via SDK or API and works stably. It has an innovative, predictable structure. I would still choose GENESYS again.