PureEngage - Complete CX platform
April 10, 2019

PureEngage - Complete CX platform

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

Overall Satisfaction with Genesys Engage (formerly PureEngage)

We are using the Genesys Engage platform in our contact center division. This platform is being used to connect to our clients for any Client Support and even for targeting new prospects. This is integrated with our CRM solution. This tool gives a complete view of our customer interaction via voice, email, or chat, and hence is a 360-degree view of our customer touchpoints.

Pros

  • Genesys Engage is a very strong CX platform to connect to clients on Voice. It provides a single platform to manage all your interactions.
  • Genesys Engage gives you OmniChannel features and is an open platform to connect to all kinds of new age ChatBots and Voice Bots.
  • It works very well in a Hybrid Environment and integrates well with Enterprise applications.

Cons

  • Genesys Engage is quite open to changes in terms of Customization, which can lead to setting up complex environments which are a bit difficult to change.
  • Genesys Engage is feature rich, but needs a lot of Server Footprint to run the show.
  • Genesys Engage has its own voice recording, which may not be extended to other platforms.
Avaya Aura and Aspect. Avaya is a single box solution, and is proven, but recently we have not seen any new features coming in the platform from an Omnichannel perspective. The amount of innovation is greater in Genesys Engage. In the case of Aspect, they are getting in some financial turmoil, and hence we left them mid-evaluation.
  • AI
  • ChatBot/VoiceBot
  • Cloud
Genesys Engage is well suited for an enterprise with a feature-rich requirement for a CX solution for their client engagement. This is scalable to handle any volume of interactions on Voice, Chat, Email etc. and hence is for enterprises. This is also very feature-rich and hence a bit costlier than other options from Genesys.

Genesys Multicloud CX (discontinued) Feature Ratings

9.7
Agent dashboard
9
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
9
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
8
Call tracking
10
Multichannel integration
10
CRM software integration
10
8.6
Inbound call routing
9
Omnichannel inbound routing
9
Recording
8
Quality management
8
Call analytics
8
Historical reporting
8
Live reporting
8
Customer surveys
10
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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