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Innovative and reliable platform!
February 13, 2019

Innovative and reliable platform!

Apostol Savu | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys PureEngage

Genesys Engage platform is used across 4 Nordic countries by over 6000 agents in different departments and areas, helping with the omnichannel customer journey. It is helping with our customer support on mobile and netbank applications, providing rapid responses on secure chat, email, and pre-authenticated voice. It powers the voice portal for customers with authentication, our IT helpdesk for internal employees and many more instances.
  • Power of Omnichannel Contact - You will have the entire conversation whether it started on voice, continued on chat and ended on email.
  • Powerful Interaction Routing - to the right skilled agent and a lot of optimization on resources.
  • Tremendous options for customizing to fit any possible business scenario.
  • Automatic updates for Genesys PureEngage components - like Microsoft updates for example.
  • More HA HotStandby components for seamless switchovers.
Platform independent product, no need to use specific hardware and to be stuck with vendor locked. Easy and periodically updated.
  • AI and ML is on the exploration plan
  • Leveraging current iWD implementation
  • Virtual Agent will be interesting to see
Well suited if you need a very highly customised platform with lots of integrations, with different backends, and when supporting a large customer base. It will have a reasonable ROI from 50 agents. It is suitable for banks and financial institutions, telecom, retail, and can be very adaptive. The less attractive side is the cost of implementation due to the need for highly skilled proffesionals.

Less appropriate for small business - I would recommend heading to Genesys Cloud. This is my recommendation from when I got the chance to speak with our small business contacts.

Genesys Multicloud CX (discontinued) Feature Ratings

9.1
Agent dashboard
10
Validate callers
10
Outbound response
8
Call forwarding
8
Warm transfer
9
Predictive dialing
8
Interactive voice response
10
REST APIs
10
Call scripts
9
Call tracking
9
Multichannel integration
9
CRM software integration
9
9.6
Inbound call routing
10
Omnichannel inbound routing
10
Historical reporting
9
Live reporting
9
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys PureEngage

6000 - Customer support, fraud, cards.
15 - To be able to support Genesys Engage platform you need resources & skills. People with experience on Genesys Engage, with Genesys Professional certifications, application support skills, telephony and SIP skills, and eServices skills. They need to be able to troubleshoot complex integrations end to end, able to monitor and create alarm triggers, analyze logs and have a deep understanding of how to determine the root cause.
  • Customer Experience
  • Card Support
  • Outbound telesales
  • Fraud support
  • Remote Meetings via iWD
  • Chat bot
It's the best product with customizations that fit our organisation. It is easy to upscale and is innovative. It has easy integrations with different back end and front end platforms and off the shelf integration of VoIP with a number of SBCs.

Evaluating Genesys PureEngage and Competitors

Yes - Avaya Blue Contact Center and CS1000 PBX
  • Product Features
  • Product Usability
  • Prior Experience with the Product
  • Vendor Reputation
  • Existing Relationship with the Vendor
Product features - They have great features and they're easy to add on.
Not really changing the evaluation process.

Genesys PureEngage Implementation

Implementation on Genesys Engage is rather complex. Implementation needs specialized Genesys Professionals and resources, in-house or contractors, who are able to implement the platform and be able to integrate with other in-house or COTS systems. The design and discovery phase is also very important at the beginning.
  • Implemented in-house
Genesys
  • Integration
  • Migration from current PBX to SIP

Genesys PureEngage Support

I give it a nine from my experience supporting and maintaining Genesys Engage platform on a large enterprise scale. According to our specific needs and the setup of our organization, Genesys Care (TechSupport) offers us confidence that all the issues will get solved. Our feature requests have been addressed quickly and efficiently.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
Yes - A very successful CX platform needs good and rapid support to have high uptime and to be able to serve internal and external customers. Rapid response to issues is essential.
Yes - We did report bugs and we had a very good evaluation and recognition from Genesys Care. This was treated in a timely fashion and fixed quickly. The fix was also included in the next version upgrade. Overall experience is good and Genesys is treating this with high priority.

Using Genesys PureEngage

Overall, from a customer perspective and also an agent perspective, it is very easy to use Genesys Engage's platform. The Agent Desktop and Genesys WDE are good. Usability is high and I would consider it an easy to use product and easy to adopt from this perspective.
ProsCons
Like to use
Relatively simple
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
None
  • Agent Desktop
  • Omnichannel features
  • IVR
  • Maybe routing design