Genesys PureEngage - My point of view.
November 15, 2019

Genesys PureEngage - My point of view.

Oren Zaguri | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys PureEngage

Cal uses Genesys Engage as a contact center solution for its service center.
We mostly use the routing strategies for voice calls and the Infomart solution for data analysis.
  • Data, data, data! The Infomart solution is our holistic data solution for the contact center. It tracks the interaction from A to Z and provides the organization with a complete view of its call center interactions.
  • Ease of use. It's so easy to develop, to configure, or just view the objects in the product.
  • Standard integration with WS, DB, and other third-party apps.
  • From recent versions, the real-time monitor is an up to date UI, with enhanced features to the classic engine of the stat server and ccpulse.
  • Pricing. Unfortunately, many of the areas that can be covered by a complete contact center solution were taken by small vendors and products, primarily because of the high prices.
  • Multimedia, social networks, desktop solutions, and even dialer & callback solutions are integrated into the main CTI environment in a way that makes it hard to analyze and sometimes reduces efficiency.
  • Callback and VHT solution. It's about time they provide a better solution for this, based on a clear product strategy and without the need to be a scientist to understand it and manage it properly.
  • Come to us more. I hardly see Genesys professionals in Israel.
Genesys has a better solution when comparing data abilities, both real-time and historical and also when comparing configuration and admin tools. In the vision and the roadmap Genesys seems to have it clear and stable future.
  • I would love to see Genesys involved in all aspects of customer relations, and customer journey.
  • I would want to have a dynamic machine learning solution that will optimize the routing strategies to the optimum.
  • I would be happy to see some automation solutions for both the backend and the frontend service centers.
I recommend Genesys to anyone who has a contact center with more than 300 seats and has complex requirements for the implementation, such as multi-channel or data-driven decision-makers.
If the organization doesn't have an in-house IT department, then I probably wouldn't recommend Genesys as a contact center solution.

Genesys Multicloud CX (discontinued) Feature Ratings

Outbound response
Click-to-call (CTC)
Warm transfer
Predictive dialing
Interactive voice response
Call scripts
Call tracking
Historical reporting
Live reporting