Genesys PureEngage - The Future is Here
February 19, 2019

Genesys PureEngage - The Future is Here

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys PureEngage

Enterprise contact center platform that manages and delivers voice calls, E-mail, and chat connectivity.
The platform is designed to handle current demand and predicted demand throughout the lifetime, and be scalable to facilitate expansion both in terms of volume usage and functionality. It's built as a multi-tenant platform.
Below are some key features:
1. The Speechstorm customer journey module helped to analyze the customer experience on IVR. Based on results, actions were taken to delight the customer with more self options to answer the queries and personalize IVR options based on selections done in the past.
2. Last Agent routing enabled faster resolution of queries as the customer doesn't have to explain the problem again, which in turn decreased the AHT.
  • Routing Capabilities. Complex Routing Techniques like Intersite routing, Last Agent Routing etc.
  • Integration with Third Party services (APIs, TIBCO etc). SDKs for Stat Server and integration with other products like Verint.
  • WFM Solution is the most efficient tool for the scheduling, forecasting, and reporting of the contact center. No extra third-party components were needed for integration.
  • SpeechStorm IVR call flows and Customer Journey. The self-service analytics made by using Speechstorm reports.
  • Discontinuation of old school tools like CME, SCI, OCM etc. Genesys should continue their research on the old school products which were more comfortable and user-friendly to work with.
  • Genesys should introduce more in-house troubleshooting tools like Kazimir. There should be improvements to SIP log Visualiser.
  • Genesys' offered Workspace Desktop Client should be less sensitive to network Packet Drops. Genesys should make thick client applications deployed via a standard method like clicking on Install only.
  • Avaya
The major advantage of using Genesys over any other product is its capability of complex call routing and its enormous number of integration possibilities with the help of Genesys provided APIs.
The omnichannel offering from Genesys is the best in the industry. I would also like to add that with the introduction of Genesys Cloud to their offerings, they have opened its offering to customers of all size.
  • Integration with Chatbot.
  • Seamless transfer from Chatbot to Real Agent.
  • Service customer with the Virtual Agent with AI capabilities.
For any organization looking for an Omni-channel solution, Genesys Engage can cover all the interactions channels like Voice, Email, and Chat. This can be also integrated for Social Media to interact with customers. The E-services module comes with great features like Multiple media channels serviced by a single agent on WDE, Auto-reply customization, and using HTML for adding signatures etc. High Availability and Business Continuity solutions provide 24-7 availability due to the high up-time of solutions to service customers.
This solution also has WDE deployment which is an interface of the agent to handle interactions. This needs more focus as it is not very stable at this moment, or it may be deployment issues in our environment. The Network connects components needs more logging, as many times it gets difficult to find the root cause between network or Application.

Genesys Multicloud CX (discontinued) Feature Ratings

Agent dashboard
Validate callers
Warm transfer
Interactive voice response
Call tracking
Multichannel integration
Inbound call routing
Omnichannel inbound routing
Quality management
Call analytics
Historical reporting
Live reporting
Customer surveys
Customer interaction analytics