An Unconventional Review
Anonymous | TrustRadius Reviewer
January 23, 2019

An Unconventional Review

Score 6 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys PureEngage

Genesys Engage is the telephony system of our company across the globe. We have this global set up which is multi-host, multi-site, single environment and single tenant. I would say this platform is quite complex because each and every component depends on each other and in fact, there are so many third-party services/software needed in order to fulfill such configuration/setup. In business, it may have some problems if there's a disturbance, an issue within the environment.


  • Innovative
  • Scalable
  • Development
  • Flexibility
  • Many applications must be use to create, program or monitor a particular function.
  • Not a user-friendly platform.
  • There's a lot of requirements you need to troubleshoot a certain issue in any channels.
I would say it increases the agents utilization in terms of scalability. The reports are much easier to understand.

I am currently using only Genesys Engage product. Our company has also PureConnect product but I don't have any involvement in managing that product.

The number one I can comment is the market leadership. Genesys is quite strategic in terms of marketing. As we all know that they bought the ININ to have it their own entity because ININ is one of their biggest competitor. Good move actually.

Another thing is the innovation. Genesys is very generous in terms of knowledge about how you must improve or develop yourselves, so it really affects our organization. there's always a room of improvement.


  • Integrations
  • Additional Channels
  • User friendly applications
  • Continuous improvement

Pros: Genesys Engage can satisfy the needs of the client in business. As I mentioned, it is very innovative in many aspects. They can expand or improve beyond what they really need and offer a solution wherein you recommend a better idea about setting this. Cons: After you have implemented a certain setup in this platform, you will struggle later on troubleshooting or fixing an issue or a problem.


Genesys Engage Feature Ratings

Agent dashboard
6
Validate callers
4
Outbound response
4
Call forwarding
6
Click-to-call (CTC)
3
Warm transfer
3
Predictive dialing
2
Interactive voice response
7
REST APIs
4
Call scripts
3
Call tracking
3
Multichannel integration
3
CRM software integration
3
Inbound call routing
8
Omnichannel inbound routing
4
Recording
3
Quality management
3
Call analytics
3
Historical reporting
4
Live reporting
4
Customer surveys
4
Customer interaction analytics
4