Why PureEngage Remains A Market Leader
March 21, 2019

Why PureEngage Remains A Market Leader

Suresh K.S Kumar | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys PureEngage

I have been working with Genesys for almost 11 years now. Genesys Engage solution is a proven and efficient customer relationship management platform. Its ability to integrate with other solutions is impeccable. We once developed a routing recommendation engine using other Genesys APIs to make use of the historical statistics of the agent and customer to a perfect matching. The custom-developed application is based on some metrics and calculations and arrives at a number which again is derived from how soon the agent is going to available or how efficiently the agent is going to handle is this customer. The ability to deploy such complex solution was amazing. It would not have been possible without Genesys Engage solutions.

Pros

  • VHT as a stand alone model can be easily plugged into to the current call routing with minimal changes and it works like charm.
  • Platform SDKs are a powerful tool that help integrate with other third party solutions or to build custom made applications.
  • The whole routing solution is amazing . With user friendly composer, you have the option of building both VRUs and routing strategies. And, they are very easy to deploy.
  • The level of details for report customization is another strong point.

Cons

  • Complexity : Highly skilled engineers are required to deploy the solution.
  • Troubleshooting with logs is still a pain. Its more of a recommendation to Genesys to come with some software that makes log retrieval easier.
  • Very expensive.
Genesys Cloud on the other hand is completely abstract. There is only very little that you can do meaning only in terms of configuration alone. Edges sit on the premise and rest all stays with Genesys and Amazon. Though it saves lot of money and infrastructure, Genesys Cloud is still far from being the perfect one. Genesys Engage lets you feel that you mean business. Everything stays under your control.
  • AI Bot that can address customer queries with utmost accuracy.
  • AI based outbound caling
  • Mobile phone based video conversation.
In case you want to come up with a custom solution or an application, Genesys SDKs provides you with 360-degree interoperability. You name it and I think we can make happen with the power SDKs provided by Genesys. Plus, the scalability of the applications is very high. Genesys Engage is such a powerful solution, I don't think they are less appropriate anywhere.

Genesys Multicloud CX (discontinued) Feature Ratings

Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
Not Rated
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
10
REST APIs
10
Call scripts
Not Rated
Call tracking
10
Multichannel integration
10
CRM software integration
10
Inbound call routing
10
Omnichannel inbound routing
10
Recording
Not Rated
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
Not Rated

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