PureEngage: An ocean of features for omni channel customer experience.
April 11, 2019
PureEngage: An ocean of features for omni channel customer experience.
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureEngage
Genesys Engage is a world-leading omnichannel customer experience platform. The solution helps the customers to engage with the organization on all communication channels like mobile, web, social media, email and voice. Genesys Engage is powered by powerful Genesys software which is behind many of the world's leading contact centers. Industry best practices are baked into the product which delivers the best in class omnichannel customer journey. With the growing demand for digital channel usage, Genesys has incorporated the routing and reporting infrastructure to handle omnichannel interactions. Genesys Engage provides a personalized experience for the customers.
- Omnichannel routing and reporting
- Intelligent automation
- Flexibility and scalability
- Fully software based
- SCXML session based orchestration
- Interaction recording solution needs maturity.
- Dependencies on open source software.
Genesys Engage is way ahead than Avaya Aura contact center as it is a purely software-based contact center solution. Genesys Engage is highly flexible and scalable to any extent based on the client's demand. It provides a best in class routing and reporting engine. Genesys Engage offers an intelligent automation solution through Kate which uses artificial intelligence for the best customer journey.
- AI and Machine learning
- Digital
- Development and integration