Pure Engage:Product of Capabilties.
Updated March 20, 2019

Pure Engage:Product of Capabilties.

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

Overall Satisfaction with Genesys PureEngage

Genesys Engage is used globally in our organization for contact centers to handle customer queries in different time zones and different Languages. Genesys Engage applications like Pulse, Datamart, GAX, and Verint are used by various departments within the organization. With functionalities like intelligent routing, we have achieved moving the overflow of calls from one site to another based on the best target available, which allows the presence of our agents 24/7 with a variety of skills. With WDE customization, we are able to achieve the color coding of frequent interactions. Customer data display on WDE allows agents to recognize customers by their name and category to delight the customer. These some achievements and this solution have helped us to enhance the productivity of the agents by using the performance and adherence capture of the WFM solution.
  • Intelligent routing capabilities.
  • Speechstorm reports for customer journey and easy administration.
  • WFM solution from Genesys for Forecasting, Scheduling and performance reports.
  • WDE customization and platform SDKs.
  • WDE client and sip endpoint need to be more tightly coupled as both are very sensitive to network fluctuations.
  • Performing changes on new GAX interface is not as easy as CME. Genesys should carry on their research on a client like CME, SCI, OCM etc.
  • WFM objects should be associated as primary key and secondary key in DB. Sometimes deleting a calendar item or shift without any warning causes issues while running scenarios.
  • Genesys should research and explore more methods on HA capabilities of components like Stat Server.
Genesys Engage's capabilities like high availability and application upgrades are much simpler as compared to other providers in the industry. The Genesys Engage platform provides the capability to use user-defined KVPs that can be used in complex routing techniques and call flows. With transactions list capabilities, users can change values on the fly without the need of an expert administrator of the product.
  • Chatbot integration using GMS from Genesys.
  • Click to install for WDE standard deployments.
  • Digital agent with AI capabilities.
  • Seamless transition between the virtual agent to the real agent with the conversation converted into a transcript and show to the real agent.
Genesys Engage has given us the ability to build a solution with which we are able to offer multiple channels like voice, email, and chat to customers that reach out to us. With Genesys Engage, we are able to offer IVR in different languages in different parts of the globe. With Genesys Engage, we are able to use blending features in which agents can handle multiple media channels like email and chat, or voice and email simultaneously. This enhanced the overall efficiency of the agents and increased productivity. With the presence of internal applications to capture data from Genesys and Verint, the historical reporting module is not getting used extensively.

Genesys Multicloud CX (discontinued) Feature Ratings

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