PureEngage Review
March 03, 2020

PureEngage Review

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys PureEngage

It is used across the organization. It supports multiple business lines. It addresses facilitating customer interactions - about six million interactions a year.

Pros

  • Routing.
  • Omnichannel.

Cons

  • Social media.
  • Product vision.
  • Analytics.
  • Cloud transition.
  • WFM integration.
Genesys Engage is well suited for complex routing requirements. It is less suited for social media handling.

Genesys Multicloud CX (discontinued) Feature Ratings

8.1
Agent dashboard
8
Validate callers
8
Outbound response
9
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
9
Interactive voice response
9
REST APIs
8
Call scripts
8
Call tracking
9
Multichannel integration
6
CRM software integration
7
8.1
Inbound call routing
Not Rated
Omnichannel inbound routing
8
Recording
9
Quality management
7
Call analytics
8
Historical reporting
8
Live reporting
9
Customer surveys
Not Rated
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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