Genesys Pure Engage Platform Review
August 06, 2019
Genesys Pure Engage Platform Review
Score 8 out of 10
Vetted Review
Verified User
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.
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 Mobile Services/Call Back
- Genesys Voice Bots/AI
- Multi-Channel