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Genesys PureEngage Review
Updated November 14, 2019

Genesys PureEngage Review

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

Overall Satisfaction with Genesys PureEngage

We are currently using Genesys Engage on several of our call centers. We have not migrated fully from our old system. This has resolved several issues we had encounter such as combining channels on one application (Chat, Email, Voice). Additionally having access to historical data from one tool gives us a better insight at providing better service/we are looking forward to acquiring the outbound portion of this later this year.
  • Provides a centralized platform for all our needs.
  • Provides a Centralized tool for historical and real-time reporting.
  • An easier way to manage routing and reporting.
  • Easy to manage.
  • Provide full access to a list of possible error codes.
  • Information is scattered around and not as centralized. Docs are very useful however it is combined with the user, supervisor, and technical guides.
  • Would be good to have a complete configuration guide for all tools.
  • We are currently viewing our expansion to including Outbound.
  • AI is something that is currently being reviewed.
It is very well suited on the user end platform such as the Chat tool, voice, email, etc. However, errors are very common and sometimes require a lot of troubleshooting steps.

Genesys Multicloud CX (discontinued) Feature Ratings

8.6
Agent dashboard
10
Validate callers
10
Outbound response
Not Rated
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
9
Predictive dialing
Not Rated
Interactive voice response
8
REST APIs
Not Rated
Call scripts
8
Call tracking
7
Multichannel integration
9
CRM software integration
8
8.4
Inbound call routing
10
Omnichannel inbound routing
9
Recording
Not Rated
Quality management
Not Rated
Call analytics
8
Historical reporting
8
Live reporting
7
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Evaluating Genesys PureEngage and Competitors

Yes - We replaced our entire call center products with Pure Engage products. (routing, ticketing, reporting, live monitoring, etc)
  • Vendor Reputation
I would have started training prior to acquiring. We had issues with the company that installed and configured our products.