Why to PureEngage with customers
July 29, 2019

Why to PureEngage with customers

Kiriakos Kiriakopoulos | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Reseller

Overall Satisfaction with Genesys PureEngage

We resell Genesys Engage and implement products of the suite for different verticals (Telco, Banking, Insurance, Utilities, Public). Genesys Engage is being used as an Omnichannel CX Platform to engage with customers for any aspect (Sales, Support, Onboarding, etc).

Pros

  • Provides consistent customer experience across all channels
  • Completeness of the suite and offered tools
  • Full API and ready adapters for major CRM or other type applications
  • Platform-agnostic solution

Cons

  • Pricing
  • Complexity on delivery
  • Administration cost
  • AI-Bots
  • Analytics
  • whatsapp & asynchronous messaging on chat
It fits large customers with available IT resources and infrastructure and where the needs are above average

Genesys Multicloud CX (discontinued) Feature Ratings

8.8
Agent dashboard
9
Validate callers
9
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
8
Warm transfer
9
Predictive dialing
9
Interactive voice response
8
REST APIs
9
Call scripts
8
Call tracking
9
Multichannel integration
9
CRM software integration
9
8.6
Inbound call routing
9
Omnichannel inbound routing
9
Recording
8
Quality management
8
Call analytics
8
Historical reporting
9
Live reporting
9
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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