The opinion of a Genesys Pure Engage technical consultant
Updated June 07, 2019

The opinion of a Genesys Pure Engage technical consultant

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

Overall Satisfaction with Genesys PureEngage

My company offers the services of Genesys Engage to other companies. We provide consulting, development and support services related to Genesys Engage. Through Genesys we help companies to establish a better relationship and service with their clients. We also help companies to better manage their resources by offering tools that show data and statistics that allow them to develop their business.

Pros

  • This is an omni-channel solution, you can cover all interaction channels such as voice, email and chat. This can also be integrated for social media to interact with customers.
  • The solution is extremely capable of handling any type of failure due to the best redundancy methods if configured correctly. Intelligent call routing and feature list in this configuration is the best in the industry at the moment.
  • WFM Solution is the most efficient tool for scheduling, forecasting and reporting of contact centers. No extra third-party components are needed for integration.
  • The documentation and help on the support website is great. You can solve your doubts by means of the support tools or by opening a case to the specialized Genesys technicians. Your answers are always fast and precise.
  • You can also find related cases that are very helpful.

Cons

  • When creating similar or consecutive objects, it would be good if they could be created [en masse]. For technicians it would be a way to save time and customers would appreciate it.
  • Reporting falls short, in the Interactive Insights. In creating your data universe, you will need to enhance metrics with user-created formulas, based upon how your organization measures success.
  • It would be nice to be able to manage all the solutions or applications (SCI, OCM, CME, GAX) from a single application. There is the Genesys Administrator, but it does not get to be as good as the Interaction Administrator of Genesys Pure Connect, for example.
The way I see Genesys is much more intuitive and configurable than the rest of CTI applications. It is very dynamic at the time of setting up and very entertaining at the same time as fun for a technician.
  • This point depends on the needs of our customers.
Genesys Engage is very easy to integrate with other CTI applications, switchboards, IVRs, Reporting, recorders, webservices ...

Genesys Multicloud CX (discontinued) Feature Ratings

Agent dashboard
8
Validate callers
8
Outbound response
8
Call forwarding
7
Click-to-call (CTC)
8
Warm transfer
7
Predictive dialing
9
Interactive voice response
9
REST APIs
9
Call scripts
9
Call tracking
9
Multichannel integration
9
CRM software integration
9
Inbound call routing
8
Omnichannel inbound routing
9
Recording
7
Quality management
8
Call analytics
9
Historical reporting
8
Live reporting
8
Customer surveys
8
Customer interaction analytics
8

Using Genesys PureEngage

Technicians, developers, technicians, consultants, salespeople, sellers

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