5 stars, would invest again!
November 13, 2019

5 stars, would invest again!

Sean Maddison | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys PureEngage

We use Genesys Engage across almost 100% of our UK business. It addressed our end-of-life email system, fragmented telephony systems, and non-integrated chat & social solutions - and is key to driving future value through more automation of customer contact and use of intelligence. It also gives us a universal view of contact across all parts of our organization and helps us understand the whole business performance.
  • The Intelligent Automation product is very useful, it's allowed us to double our automation performance in the past year working with our existing integration points.
  • The attached data model is very useful for enhancing our core data set with contact info and provides a great view of performance.
  • The universal desktop product has helped us launch additional channels with a large number of advisors with minimal training overhead, once they'd been trained in one channel cross-skilling to others is easy.
  • Some of the products are only loosely integrated at the moment - causing us some common mistakes with things like typos between systems causing things to go wrong.
  • Some of the limitations in terms of licenses or ports feel arbitrary, and we don't have views available when we're reaching capacity limits in these areas.
  • We've used a third-party workforce management solution (NICE) which causes us some complexity! your third party integration could be better in some cases, although I understand the commercial reasons for favoring your own offering.
We evaluated Genesys Engage against these products and some more that I don't recall, and Genesys ended up being the most featureful product we wanted for our long-term ambitions, as well as meeting our cost restrictions.

We ended up choosing PE through a full-blown RFP process (we went through it twice!).
  • We plan on building in Natural Language Understanding to improve our automation and routing.
  • We also plan to build chatbot style solutions too.
  • We're also looking into task distribution and call scripting later down the line.
A large-scale, company-wide migration was necessary for our business but it was, relatively speaking, painless. Almost all projects of that scale fail hard here, or drag on for years. The professional services support, product set and support we had helped us get through a huge migration on time, on a budget more or less and with a fully functional solution at the end of it. GIA was a fantastic replacement for our legacy IVR systems and is miles easier to use than our old products.

Genesys Multicloud CX (discontinued) Feature Ratings

Agent dashboard
Not Rated
Validate callers
9
Outbound response
Not Rated
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
8
Predictive dialing
Not Rated
Interactive voice response
10
REST APIs
10
Call scripts
Not Rated
Call tracking
6
Multichannel integration
9
CRM software integration
8
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated