Genesys PureEngage is not a bad choice.
April 15, 2020

Genesys PureEngage is not a bad choice.

Igor Korotovskikh | TrustRadius Reviewer
Score 8 out of 10
Vetted Review

Overall Satisfaction with Genesys PureEngage

We use multi-tenant Genesys Engage to provide our customers with the Contact Center as a service. Also the same platform is used internally across the entire organization to service our customers' requests. It allows our customers to contact sales and support departments via e-mail, voice and chat. Customer interactions are routed to the right persons and logged/recorded which allows managers to estimate the service quality and take appropriate actions.
  • Rather robust and mature SIP stack allows simple integrations with telephone infrastructure.
  • Powerful and flexible outbound engine.
  • Allows voice, e-mail, chat, SMS interaction to be handled similar way with the unified metadata attached to those interaction allows to identify customer interaction history and thus better serve requests.
  • CCPulse out of the box reporting application fits to the common CC business use cases with not so much customization which can be achieved without programming.
  • Good API interface allows 3rd party integrations if necessary.
  • Powerful routing engine.
  • PBX capabilities (numbering plans, provisioning, centralized phones control, etc.) are not so good.
  • Recording architecture can be better.
  • Too open architecture sometimes makes supporting more difficult as customer has to apply to different vendors to support different CC subsystems (e.g. Microsoft/Oracle for DB support, HP for hardware, etc.).
Genesys Engage has more multichannel capabilities than Cisco UCCX, better Outbound and Reporting engines. However Cisco UCCX looks simpler, requires less supporting efforts especially when used in Cisco infrastructure with Cisco UCM as PBX. Besides, Genesys Engage has its own recording and quality management applications while Cisco doesn't. Other features looks similar.
  • Additional channels (messengers, chat bots).
  • Integration with internal IS.
  • More agent workplaces.
Good for large Contact Centers especially when different communication channels and (or) outbound dialing is required. Good for the Contact Centers which have to be integrated to 3rd party applications. Not suited for smaller organizations when only voice is enough or companies with small IT departments as it requires special trained support staff.

Genesys Multicloud CX (discontinued) Feature Ratings

Agent dashboard
8
Validate callers
9
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
7
Warm transfer
8
Predictive dialing
10
Interactive voice response
9
REST APIs
8
Call scripts
8
Call tracking
9
Multichannel integration
9
CRM software integration
9
Inbound call routing
9
Omnichannel inbound routing
8
Recording
6
Quality management
6
Call analytics
8
Historical reporting
9
Live reporting
8
Customer surveys
9
Customer interaction analytics
8