Why PureEngage Remains A Market Leader
Suresh K.S Kumar | TrustRadius Reviewer
March 21, 2019

Why PureEngage Remains A Market Leader

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys PureEngage

I have been working with Genesys for almost 11 years now. PureEngage 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 PureEngage solutions.
  • 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.
  • 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.
Before implementing call back, there were a certain number of customers whose calls were abandoned in the queue. After implementation of call back, almost 98% of the abandoned rate have been removed. Automatic call back enables callers to receive a call back instead of remaining in the queue. It certainly has improved the AHT thus maintaining happy customers which in turn saves revenue.
PureCloud 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, PureCloud is still far from being the perfect one. PureEngage lets you feel that you mean business. Everything stays under your control.
Genesys allows organizations to provide legendary customer experiences using proven software and services that make a difference. Organizations are able to keep pace with changing customer expectations by ensuring that customer experience is exceptional. The product works on all platforms, both on-premise and cloud-based to ensure that any customer can expect superior support and interaction. The solution is fluid and instinctive, allowing adaptability for all situations. By combining technology and human ingenuity, the solution adapts to work the way customers think. Customer engagement allows for self-service, inbound, outbound, and digital solutions.
  • 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. PureEngage is such a powerful solution, I don't think they are less appropriate anywhere.

Genesys PureEngage 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