Genesys Pure Engage Platform Review
August 06, 2019
Genesys Pure Engage Platform Review
Score 8 out of 10
Overall Satisfaction with Genesys PureEngage
Genesys is replacing our home-grown call routing software. Currently being used by a single department within Willis Towers Watson, but being looked at as potential pilot for other business lines. Genesys provides strong business data integration for call routing logic, configuration management, and interaction recording management.
- Data integration - Flexible SDKs/APIs
- High Availabiliy and Redundancy of components.
- Configuration management is clean and simple to follow.
- Difficult to build complete end-to-end automation of deployment.
- Genesys Framework Alerting functionality is flexible, but overly complicated to manage. Needs ability to mass deploy alerts.
- SIP server feature functionality feels limited and requires using router to build in what in many switches are basic functions.
With the deployment of our Genesys solution we will be cutting cost in head count required to support the call routing solution previously. Rather than spending dollars on a large number of developers to build, maintain, and improvement platform, Genesys will provide that with years of experience behind it and a platform that has been tried and tested for many years. It will provide opportunities to move into multiple channels without eliminating the ability to tightly integrate with business data. The platforms tried and true high availability and scalability will also improve CSAT and provide opportunity to for the business to move into diverse geographical locations without implementing whole new platforms.
When it comes to call routing, call center administration, deployment, scalability, serviceability, and data integration, Genesys is a step above Cisco Contact Center Enterprise. With a platform that still requires you to 'extract' logs when you need to looks at core routing decisions and archaic style tools to manage configuration data, developing and improving the UCCE platform just doesn't seems as important to Cisco as doing so does to Genesys. On the other hand, Genesys has along way to go in the interaction recording/feedback space. Genesys Interaction Recording builds on it already existing GVP platform and is so tightly integrated that your call recording platform becomes part of your actual call path - so if you lose your recording system - you loose your call? Even active integrations provided by other platforms remain a party outside the actual call. Integration with SIP REC would be a great path for Genesys to look at in that realm.
Genesys strong reputation for well developed API/SDKs was a strong appeal to an organization which had built its own call routing platform. Genesys is also a strong market leader in the contact center space and Genesys Engage (premise) was the perfect way to keep all the customization in play while incorporating a great platform.
Genesys excels in business where data-driven routing is where the need for a very scalable and highly available design is required. Genesys Engage isn't suited well for small business deployment. It's not suited well for companies with smaller budgets. For companies seeking to do CI/CD, Genesys has improvements to make in availability to wipe and deploy entire environments and more tightly integrate with open source tools like Git, Jenkins, etc. Current partners for these types of tool are another money sink where Genesys itself is already pretty expensive.