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Call Center efficiencies through Genesys PureEngage
July 27, 2019

Call Center efficiencies through Genesys PureEngage

Tony Jurica | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys PureEngage

Core call center platform servicing over 8 locations and 1,500 agent positions. Used for routing, reporting, SIP transformation, and voice analytics.
  • Highly configurable and scalable skills-based routing enabling business rules-driven routing.
  • Custom historical and real-time reporting.
  • Enabled streamlined technology centralization and standardization support high availability and infrastructure stability.
  • Consolidation of databases across product suites.
  • Single sign-on across application interfaces.
  • Improved toolsets for trouble-shooting and performance monitoring.
Genesys Cloud is an evolving solution for SMB. Not as feature-rich and customizable as Genesys Engage but getting there.
  • Workforce Mmnagement
  • Chatbot
  • Mobile integrations
Highly customizable to tailor functionality and views to business needs. Significant gains from intelligent and automated routing logic. An expensive solution that is not always a good fit for smaller implementations.

Genesys Multicloud CX (discontinued) Feature Ratings

9.4
Agent dashboard
8
Validate callers
9
Outbound response
8
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
9
Call scripts
9
Call tracking
10
Multichannel integration
10
CRM software integration
9
9.1
Inbound call routing
10
Omnichannel inbound routing
10
Recording
8
Quality management
8
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
8
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated