Genesys PureEngage Review
April 16, 2019

Genesys PureEngage Review

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys PureEngage

I have been working with Genesys for last 2 years. We are using Genesys Engage with almost all components. We use it globally in our organization for contact centers to handle customer queries in different time zones and different languages. Genesys Engage applications like Pulse, Datamart, GAX, WFM and Verint are used by various departments.

We have achieved moving the overflow of calls from one site to another based on the best target available according to skills available to attend the call, which allows for the presence of our agents 24/7.
Genesys WFM solution helped supervisors to manage and create agents’ skills and enhance their productivity by using the performance and adherence capture. We use Genesys IVR and Customer data display for WDE. It allows agents to recognize customers by their name and category to delight the customer. These are some of the great achievements that have helped us to achieve great productivity for the agents.

Pros

  • WDE customization and Intelligent routing is one the best advantages.
  • Genesys WFM solution for forecasting, scheduling and performance reports.
  • Real time performance monitoring.

Cons

  • Reporting integration with other reporting systems.
  • Performing changes on new GAX interface is not as easy as CME. Search is really complicated.
  • Genesys should research and explore more methods on HA capabilities of components like Stat Server.
Genesys Engage provides a variety of options and capabilities, with high availability and easy application upgrades as compared to other providers in the industry. While we experienced some challenges during
development and at launch, Genesys Engage is now a product that meets our expectations.
  • Digital Agent.
  • Chatbot integration using GMS from Genesys.
Genesys Engage is easy to recommend to a traditional call center, and for us it has given us the ability to build a solution with which we are able to offer multiple channels like voice, email, and chat to customers that reach out to us. It provides fantastic products that can accommodate voice and chat routing. These amazing features have really enhanced the overall efficiency of the agents and increased productivity.

Not suited for Strategy free environment.

Genesys Multicloud CX (discontinued) Feature Ratings

9.1
Agent dashboard
9
Validate callers
10
Outbound response
10
Call forwarding
7
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
10
Interactive voice response
9
REST APIs
8
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
9
9.2
Inbound call routing
10
Omnichannel inbound routing
10
Recording
8
Quality management
8
Call analytics
10
Historical reporting
7
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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