Genesys PureEngage

Genesys PureEngage

4.3
(246)
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Genesys PureEngage is designed to enable omnichannel customer engagement for global businesses to deliver competitively superior experiences.

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Showing 246 Genesys PureEngage reviews
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Isaiah P.
Validated Reviewer
Verified Current User
Review Source

"PureEngage Is the Best Genesys Platform by far!"

What do you like best?

Spoken IVR Routing is amazing. It is a time saver not only for customers, but for also developers. With it, customers can just speak their product instead of having to go through a long menu of options. In addition, reviewing real time statistics is easy when using Genesys Pulse! The best part is that the resource demand to use it is minimal as it is web based. Other real time statistic systems are program based, which drives down the performance of your computer. But not with Genesys Pulse!

What do you dislike?

I would like to see more flexibility with what reports can be run out of Genesys WFM Web Supervisor. Currently, you can only run what is provided within the system.

Recommendations to others considering the product:

With some of the other Genesys Pure Solutions, the Spoken IVR is not available. But, in PureEngage it is and it is a lifesaver. If this is important to you, go with PureEngage

What problems are you solving with the product? What benefits have you realized?

Our customers are happy now that we have implemented Genesys Callback within PureEngage. This gives them valuable time to do other things instead of just sitting on hold waiting for our agent to pick up the call. This is key as our customers are Doctors and Nurses, and their time is very valuable. Also, to have the capability to set up complex routing strategies with ease using GAAP ensures our customers get to someone who knows their medical device or system and can help them right then and there.

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Yasasvi S.
Validated Reviewer
Verified Current User
Review Source

"Genesys PureEngage - Top notch customer experience."

What do you like best?

Genesys provided various integration and customization methods, depending upon the requirement. All the components have it's own complexity and intelligence. Like Genesys WFM is the best product in the market for scheduling, reporting and forecasting of contact centre.

Routing capabilities provide abundant types of routing strategies. Customers can have self service analytics by using Speechstorm reports. Like that Genesys provides suit of different components performing different functions for best customer experience.

What do you dislike?

CME was really easy and simplified tool. Also very user friendly. Genesys should continue working on it.

And most important certification cost, it is pretty expensive. Genesys should work on this as well for much better customer experience.

Recommendations to others considering the product:

It is good product if implemented properly. One need to understand the complexity as well with it's capabilities.

What problems are you solving with the product? What benefits have you realized?

This involves:- Speechstorm IVR personalization, Routing flexibility for 24*7 opertaions and Efficient WFM solution for better scheduling, reporting and forecasting of contact centre agents.

What Contact Center Infrastructure solution do you use?

Thanks for letting us know!
Izzet S.
Validated Reviewer
Verified Current User
Review Source

"Delivering performance and quality"

What do you like best?

The best thing about Genesys is that everything from handling interactions to managing the workforce is fully integrated and performing as required. From a technical perspective the management and monitoring can be done in a very detailed and fluent way through detailed logs the Genesys platform provides for every component. Patch and Release Management is done by performing the same steps for nearly every component. If you have done 1 installation of a Genesys component, you can do all component installations. Documentation is well done and contains lots of details for Windows as well as Linux.

We are also looking forward to AI, predictive routing and bot gateways.

What do you dislike?

There are a few tools to manage the platform with different flows in the UI. This should be reduced to 1. Copying, pasting and imports & exports should work in a uniform way without lots of clicking.

Perfomance / real time dashboards should get a overhaul so client tools as CC Pulse (+) can get obsolete and be done fully through webbased dashboards.

Recommendations to others considering the product:

Read the docs ;)

What problems are you solving with the product? What benefits have you realized?

With Genesys it's possible to plan and handle the huge amount of interactions we have with our customers on daily basis with top level performance. Genesys provides SDKs to stretch the limits of what's possible. I've not seen any other software that can match these kind of functionality and flexibility.

Bob D.
Validated Reviewer
Verified Current User
Review Source

"All in one solution for your call center needs"

What do you like best?

My job is program and develop for our in house Genesys applications. Our company is fortunate to use many various products that Genesys has. We have inbound voice, outbound, chat, email, iWD, and WFM. Along with those we have the full reporting suites as well for real time and historical reporting. One of the things I love most about Genesys is how their products interact with each other so well. It is very easy to associate a chat with a voice customer. Or to associate a Workitem with someone who has emailed us before. This kind of central integration leads to a better picture of how the customer interacts with our business.

I also really enjoy the variation in products they provide. Like I started in the Title of the review, they really are an all in one solution. They have the traditional voice routing, but now they have much more complex ways to route work to employees. For example, iWD can be used to route back office work. This takes reporting metrics to a whole new level. More about this in the business problems we solved with Genesys.

I also appreciate their support. My role is to do actual development. I run in to issues periodically and need to open a support ticket. Their support is top notch. They are usually able to resolve my issue in a day or so and that is greatly appreciated.

What do you dislike?

One of the most difficult parts to Genesys is learning how to program for their systems. They have Genesys University which offers a huge suite of training classes. These are super helpful in getting started with any of their products. The real challenge comes in once you want to dive in deeper. The customization offered by their products is astonishing. If you can dream it, you can build it. But getting to that point takes a very long time. If there was some way to have training classes more focused towards your specific business, that would be a tremendous step in creating more experts.

Recommendations to others considering the product:

Have dedicated employees for development. They will learn the product much quicker.

What problems are you solving with the product? What benefits have you realized?

Genesys has a product called iWD. This is used to route back office work to agents. Our company had a specific problem where they were not able to get reporting statistics on what their agents are doing. Traditionally, we started with a pull method. A bunch of forms gets loaded in to a central location. Agents go in there and start working of the forms. At the end of the day, they know agent 1 completed 20 forms and agent 2 completed 15 forms, etc. What this can't tell them is how long did this form take to complete, what is the average handle time for this form, etc.

We implemented iWD to solve this issue. What this allowed us to do was to stop agents from cherry picking forms and to give proper reporting statistics. This made a worlds of difference. The call center is now able to get real time and historical reporting all the way down to the individual form that was submitted. Having access to this leads to much greater efficiencies.

Along with the reporting, you are able to build rules associated with each form. It is extremely easy now to prioritize various forms over other so that you can meet deadlines and such. This has lead to an astonishing increase in the amount of work they are able to complete and has completely transformed the call center.

Faris N.
Validated Reviewer
Verified Current User
Review Source

"Genesys Pure Engage - Best Product for CC"

What do you like best?

1. Routing Capabilities. - Complex Routing Techniques like Intersite routing, Last Agent Routing etc.

2. SpeechStorm IVR call flows and Customer Journey. - Self Service analytics by using Speechstorm reports.

3. Integration with Third Party services (APIs, TIBCO etc). - SDKs for Stat Server and integration with other products like Verint.

4. WFM Solution - Most efficient tool for scheduling, Forecasting and reporting of contact centre. No extra third party components needed for integration.

5. VHT callback is another feature which is offered with Genesys integration. This helps the organisations to cater the customer with auto-call back feature during the high peak call volume intervals. VHT also offers reporting module which gives insight for results of the call backs done by the software.

What do you dislike?

1. Discontinuation of old school tools like CME, SCI,OCM etc. Genesys should continue the research on the old school products which were more comfortable and user friendly to work.

Recommendations to others considering the product:

Please understand the full capability of the Genesys Engage products and buy licenses wisely. There might be capabilities which may go unnoticed while only fulfilling the requirements.

What problems are you solving with the product? What benefits have you realized?

1. Speechstorm customer journey module helped to analyse the customer experience on IVR. Based on results, actions were take to delight the customer with more self options to answer the queries, personalise IVR options based on selections done in past.

2. Last Agent routing enabled faster resolution of queries as customer don't have to explain the problem again which in turn decreased the AHT.

Farouq M.
Validated Reviewer
Verified Current User
Review Source

"Switching to Genesys Pure Engage takes customer experience to the next level."

What do you like best?

I have used Genesys Voice Platform 8.5 , Genesys Administrator and Genesys Composer 8.x.

Most liked component is Genesys Composer, which we used as a consolidated development environment for self-service tools on the Genesys Voice Platform.

Also, I passed the "Genesys Certified Composer Voice Applications 8 Developer"

What do you dislike?

Really, I think that the setup was so complex and sometimes the deployment documents were not clear enough to guide us through the installation process.

Recommendations to others considering the product:

It’s not surprising that Jawwal sees self-service IVR applications as a critical channel for customer interaction. I believe that IVR is one of the most important interfaces used by telecom

operators. And Genessy Pure Engage has enhanced the the customer experience more and more at

Jawwal, and Genesys Pure Engage gives us the means to do that.

What problems are you solving with the product? What benefits have you realized?

Previously, we were having limited and hard ability to integrate with legacy and back-end systems.

Also, the building and development of IVR applications was very complex and needs much efforts.

So, when we switched to Genesys Voice Platform allowed us to take control of services in-house. Now, me and other developers are using Genesys Composer to rapidly create self-service tools.

Benefits:

1) Voice applications are deployed 50% faster.

2) Saving money and freeing up resources to focus on other tasks.

3) More customers are using self-serve than ever before.

4) 80% Improvement of internal staff satisfaction.

5) 40% increase in customer self-service levels.

7) 70% reduction in technical faults.

kamal G.
Validated Reviewer
Verified Current User
Review Source

"Pure Engage - Honest Review"

What do you like best?

This platform offers various integration methods and can be customized according to the requirement.

This is Omni-channel solution, you can cover all the interactions channels Like Voice, Email & Chat. This can be also integrated for Social Media to interact with customers.

Solution is extremely capable of handling any type failure due to better redundancy methods if they are configured it in the right manner. Intelligent Call Routing and features list in this setup is best in the industry at this time. Due to Intelligent Routing and availability of the environment, solution enhances customer experience.

What do you dislike?

It is actually not dislikes, its more of suggestions based on the experience of using this platform.

This solution also has WDE deployment which is an interface of agent to handle interactions. This needs more focus as it is not much stable at this moment or it may be deployment issues in our environment. Network connects within components needs more logging as many times it gets difficult to find root cause between network or Application.

Need Better Troubleshooting tools to effectively find the cause of the issue and fix it minimum time as this solution involves multiple components and eliminating one by one can cause delays to decrease the availability of the environment.

Recommendations to others considering the product:

Robust solution if it is configured and Implemented properly.

What problems are you solving with the product? What benefits have you realized?

1. IVR personalisation. .

2. Customer Journey

3. Flexible routing to provide 24*7 availability.

4. SpeechStorm for better reports on IVR usage.

Kioumars J.
Validated Reviewer
Verified Current User
Review Source

"The Whole Spectrum of Applications and Support"

What do you like best?

New fancy GCC website and GUI; knowledgeable and courteous staff; applications and implementations documents are well organized; Knowledge search, case search, and area icons; Direct link to Genesys University; Workspace desktop edition where all support areas are well organized

What do you dislike?

Communications via email sometimes do not show up in the case history; case owners do not show up in the case communications unless you open a case item; knowledge search has issues: it brings sometimes irrelevant answers; some downloaded updates had issues and we needed to rely on engineering department to resolve the issue: live chat does not have any indication as to where the case owner is (I requested a feature similar to Lync / Skype where you can see the case owner status before starting/clicking chat option.)

What problems are you solving with the product? What benefits have you realized?

We are migrating from one version of GIM onto another and the open cases in this area have resolved many issues that business had encountered. We are also solving issues with WFM and VHT.

James S.
Validated Reviewer
Review Source

"PureEngange Cloud Review"

What do you like best?

What I like best about PureEngange Cloud is the ability to customize the IVR quickly and efficiently. Designer is fairly straight forward and makes development a breeze. The ability to route to the most skilled agent is one the best features. The major upside is automatic rules that can be put in place to overflow to next best skilled agents when the queue is high.

What do you dislike?

The least helpful about PureEngange Cloud is lack of online documentation and out of the box billing breakdown. Another major drawback is the lack of API documentation. Until recently, 9.0, all changes were in the live environment. We were just upgraded to 9.0 and have not had the change to test changes in a true lower region before promoting to Prod so I cannot give an in-depth review on this piece.

Recommendations to others considering the product:

My advice to not make the mistake we made. Do not make it like Avaya. Do it as if you are starting fresh and with a different mindset. Think more of the customer and agent journey and see the routing as skill based versus queue based. Know what truly critical measures you need before you start but try not to compare to any other product. It is a bit different thus expect a different set of data and measurements.

What problems are you solving with the product? What benefits have you realized?

Genesys has helped us become more agile and assisted us with understanding our lack of skilled agents in the key intervals where they are needed the most. It has assisted us in making rapid changes to the environment with minimal risk as well as helped to allow the business to have more control over some of the basic IVR functions that we did not have before.

Brandon M.
Validated Reviewer
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 scores.

"The transformation of a small health care insurance company"

What do you like best?

PureEngage has allowed UPMC HealthPlan to transform it's business operations on multiple platforms. When I first entered into the company 6 years ago, Genesys was just implemented into their call center. They were a small call center that consisted of a couple hundred agents. Through Genesys platform UPMC has transitioned and transformed into a multi channel customer experience. With PureEngage, UPMC Health Plan has become a large call center that continues to grow not only within the organization but also within different communities. I cannot wait to see the continual growth within UPMC as Genesys continues to expand into the technology of the call center.

What do you dislike?

I would like to see more flexibility with new implementations that are setup with PureEngage. When we put in new development it sometimes is hard to translate our current environment to the new product that we are implementing.

Recommendations to others considering the product:

Develop documentation and have a passion for the product you are working with.

What problems are you solving with the product? What benefits have you realized?

We are leading the health care industry and saving lives within UPMC. The attention to detail on the customer experience has boosted our call center stats and personal experience within UPMC.

Doug F.
Validated Reviewer
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 scores.

"The swiss army knife of CX platforms!"

What do you like best?

Utterly customizable and extendable, and flexible. Integrates all functionality under a single platform.

What do you dislike?

Steep learning curve for new support personnel, and generally a large number of servers to support. I know this really can't be fixed as it relates directly to what I like best!

Recommendations to others considering the product:

Don't be scared off by the complexity. It's an outstanding product with a long track record and lots of innovation.

What problems are you solving with the product? What benefits have you realized?

Complex multi-channel routing and contact center management. IWD has led to better than 30% improvement in internal processes. Integration with multiple CRMs for different groups along with customization of Workspace has improved agent responsiveness and member handling. WFM, GI2 and Pulse with customization have improved management of agent time and efficiency. Providing multiple channels (email, chat, web, voice) allow many touchpoints for our members and let them interact as they wish rather than funneling them through a specific channel. Agent Scripting, proactive voice and email outbound, as well as push-preview and Genesys survey have changed the way we interact with our customers by allowing better responses and agent feedback as well as improved communication with our members.

Mayank G.
Validated Reviewer
Review Source

"One of the best workforce Management product"

What do you like best?

The simplicity of Managing the schedules, adding the new Agents and even updating the existing ones is easy and the product provides a good experience to the user as well as the ADMIN. The api to interact with the product to fetch data works like a charm. I started working as WFM API developer last year and have been looking into the admin parts as well and have received great support from Genesys support team as well whenever required.

Few very good features include Real-time reporting and Historical reporting which provides a comprehensive analysis of all interaction data. Also, and Call recording for quality and analysis.

What do you dislike?

The API documentation, samples and the kb for the commonly faced issues are very limited. There were issues where I was stuck for weeks due to limited documentation help. Had to reach out to the support to get some help on the issue thereafter,

Please release more extensive SDK and sample codes so that the interaction with the product with the API is easy.

Recommendations to others considering the product:

It's a good product for anyone who is looking for a one-stop shop for Managing the Workforce.

What problems are you solving with the product? What benefits have you realized?

Managing the Schedules, agents connection, Fetching the live data of the agents and Workforce Management. Improve productivity, reduce handling times, avoid transfers and repeat information. Improve Customer Experience – First Call Resolution, personalization, and consistency. Improve reactivity – with access to real-time monitoring and analytics.

Roberto C.
Validated Reviewer
Verified Current User
Review Source

"Genesys PureEngage review"

What do you like best?

The solution is very robust and its openness to integrate with other systems, the UX experience is excellent.

The availability to use different channels on one standard platform is great and that you can service all of them from the Workspace Desktop is even greater.

The outbound module is easy to use but at the same time ver feature savvy, the new treatments with SCXML are very powerful.

The eServices modules are also very complete, and the use of the same standard responses are very welcome, because the help a lot to standardize the customer experience.

What do you dislike?

Provide more examples of integration with the WDE, also in the Developer training there is only one chapter to customize WDE.

Recommendations to others considering the product:

Very Robust platform, very open to integrate with legacy systems, lots of features and it's always evolving with the new technologies or communication platforms in the industry.

Genesys is always focused on delivering the best tools to help you provide the best possible customer experience.

What problems are you solving with the product? What benefits have you realized?

The main problems we solve using Genesys is to standardize the customer service and telemarketing sales and have all customer contacts centralized in only one platform, this gave us efficiency to deliver better customer service and also have better cross and up sells based on the customer history.

The reporting also help us to have a better understanding of our current operation giving us the opportunity to made faster decisions to reach our SLAs.

Paola F.
Validated Reviewer
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Excellence"

What do you like best?

Omnichannel Services & Online Information. In fact, we are working with the integration of Digital Channels to offers a complete omnichannel experience to our customer. We use Genesys Pulse to attend “Online information”,

What do you dislike?

The main One was the Technology Adoption.

In fact, actually yet we are continuously monitoring daily usage and we follow change management to approach to simplify tools adoption with continuous feedback about what’s working or not.

Recommendations to others considering the product:

The main One was the Technology Adoption. In this sense Pentafon has had to improve people knowledge and skills, and really we have invested time, money and effort in growing our base staff, and, at the same time, with all this, achieve loyalty to our employees.

What problems are you solving with the product? What benefits have you realized?

1. The first, is manage everything centrally.

2. The second is the Reduction of manual workforce scheduling activities.

3. The third is Improved Quality process

Robert B.
Validated Reviewer
Verified Current User
Review Source

"Very Responsive Customer Supprort"

What do you like best?

On the rare occasion when I have a production problem,and need to open a case with Customer Care, the responsiveness is excellent. The help I get is always exactly on-point, too.

What do you dislike?

Sometimes there is a small disagreement about the type and quantity of logs that need to be captured to help work my case.

Recommendations to others considering the product:

If you're embarking on a brand-new installation, consider the cloud version instead of on-prem.

What problems are you solving with the product? What benefits have you realized?

We were able to change our switch type without changing routing logic, and are able to incorporate disparate vendor switches to build an efficiently running contact center with a proven skill-based routing component.

Jean-Pierre S.
Validated Reviewer
Review Source

"My Genesys PureEngage Review"

What do you like best?

With increasing customer expectations, our company knew they needed to address several specific business challenges impacting their customer experience and business efficiency. Our company turned to the Genesys PureEngage™ Platform to amalgamate their contact centers onto a single vendor, and implemented inbound voice, outbound voice, analytics and the omnichannel desktop. With these solutions in place, our company can now blend inbound calls with back-office work to improve agent efficiency. Genesys is providing us with the ability to build that omnichannel customer experience that we had in mind for our customers. It’s giving us the opportunity to share the same language with all channels that we are deploying throughout the organization.

What do you dislike?

Roadmap needs to more clear for Pure Engage with all the emphasis now placed on PureCloud and still on PureConnect.

Recommendations to others considering the product:

In the decision to select Genesys PureEngage, the financial stability, reputation for innovation, the market leadership and the partnership with wellknown interconnectors were all important factors in the decision.

What problems are you solving with the product? What benefits have you realized?

Only one platform to answer clients needs through an omnicanal approach.

Helping us to be able to blend inbound calls with back-office work to improve agent efficiency.

Making possible and easier to improve the whole customer experience.

Ahmet Gökalp E.
Validated Reviewer
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 scores.

"What Genesys Brings"

What do you like best?

Genesys PureEngage is a very flexible, highly scalable, robust and complete product.

The completeness of PureEngage lets orchestration of all channels for a single purpose, excellent Customer Experience.

Thanks to the strictly integrated PureEngage components, your company will have strong tools to support your processes, which are not limited to, marketing, decision making, resource management, Customer Experience.

To me, the Interaction Routing is the most exciting solution of PureEngage. It connects your customers to the most appropriate agent. It allows you to realize any routing scenario which your business requires, while orchestrating the interaction through its lifetime, until it is resolved.

The High Availability and Business Continuty solutions supports any DRC scenario that your company prefers while providing very high uptime.

The Genesys PureEngage SDKs and APIs are very powerful. Your developers can make integrations to your company resources, or can develop your own solutions on top of PureEngage platform.

Genesys keeps PureEngage up to date with solutions for trending and upcoming technology. This empowers your competition skills and prepares you to the future.

What do you dislike?

The flexibility and scalability brings complexity. Even this is perfect for designing systems to meet any business need, it requires highly skilled technical people and highly skilled business people for deployment.

After deployment, administrating PureEngage is not a one man show. For the best results it is better to have a, at least two person, team.

Some user interfaces provided by Genesys may have been designed with technical point of view, which brings non intuitive usage, lack of projecting some valuable operational information. However, Genesys SDKs and APIs let you develop your own user interfaces.

Recommendations to others considering the product:

Genesys PureEngage brings you all the tools you require.

Genesys PureEngage is like a spider web. By the time passes, it will touch your companies applications. Means, you'll realize benefits of integrating it to your applications (Including but not limited to HR systems, CRM systems, BPM systems).

For the great success, give the planning phase enough time. Thus, you'll clarify all the details of your business needs, infrastructure requirements, integration requirements, transition plan etc. Involve all relevant parties (DBAs, Business Analysts, Collabration Systems Administrators, Network Administrators, Domain Administrators, Data Security Cosultants etc. and of course your internal customer, Contact Center colleagues from each level) to the project. This will significantly decrease implemantion time and give you successfull implemantation phase which fits your ROI expectations.

Genesys PureEngage is not a cheap solution, but a successful implementation heavily supports your bussiness to develop in the direction you desire. Like, you may increase your revenue, increase number of customers , provide better service, increase FCR, find new ways to do business.

What problems are you solving with the product? What benefits have you realized?

We use Genesys PureEngage to

- Increase FCR rate

- Connect the customers to the most appropriate agent

- Indepth reporting based on interaction data.

- Self service applications.

- Non voice channels.

Gabriel B.
Validated Reviewer
Verified Current User
Review Source

"Technical Support for PureEngage customers"

What do you like best?

What i like the best in Genesys PureEngage is the possibility to customize an Environment the way the customer wants.

What do you dislike?

What i dislike in PureEngage is that sometimes is hard to find information when looking into the Guides. The order that the guide is build sometimes makes it confusing to understand the order that we should read/install.

What problems are you solving with the product? What benefits have you realized?

While using Genesys PureEngage i was able to build an Environment to enable the customer to talk to theirs customer the easiest way possible and monitoring how the agents are doing with historical and real time reports.h

Ravi S.
Validated Reviewer
Verified Current User
Review Source

"Great Tool for Contact Center Environment"

What do you like best?

The best this is the customization which is available in Genesys as we can integrate Genesys with any ACD solutions available in the Market and this works best with them and gives us more capabilities to enhance customer experience.

What do you dislike?

The Traning & Certifications are expensive and the certification duration is very less. From my point of view ta certification should be valid up to 5 years from the date of issue.

What problems are you solving with the product? What benefits have you realized?

The best part is that we integrated our old telephony system with Genesys and this gives us more reliable telephony environment. So at any point one system is down then the other is their to run our center but with certian limits.

A
Administrator
Validated Reviewer
Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Resourceful and responsive customer service of proven contact center solutions!"

What do you like best?

Genesys provides proven contact center solutions in the contact center technology industry including but not limited to multi-media contacts intelligent routing, reporting, recording, IVR self service. On top of that, Genesys Customer Care folks are very knowledgeable and responsive to customers/clients inquiries/requests. We know the issues will be fixed in a timely manner and it just takes some works to be there. This gives me as a customer a peace of mind having Genesys as our core contact center technologies vendor.

What do you dislike?

Sometimes the case we opened did get assigned to relatively junior folks, but they were able to reach out to other seasoned gurus for input/advice and thus came up with solution to the issues we ran into.

Recommendations to others considering the product:

A proven contact center solution

What problems are you solving with the product? What benefits have you realized?

Intelligent and highly customizable call/email/chat routing and reporting

Federico Martín C.
Validated Reviewer
Review Source

"Genesys Pure Engage Excelente quality of Product with the best Support"

What do you like best?

Genesys is very stable and it has a very good quality of support , and the omnichannel technology enables working with voice , SMS , E-mail , facebook , twitter , whatsapp . all in one app. It is Easy to learn and to work

What do you dislike?

The organization of the information in docs.Genesys is not very clear , its good idea to have more manuals from the differents products more at hand so we can always consult it in case of doubt.Also to learn more about the product and take more advantage from all the features

Recommendations to others considering the product:

Its Rock solid Software with a very good support

What problems are you solving with the product? What benefits have you realized?

We solve problems with real time reporting. ,The benefits are the resolution Time, the scalability of the solution

Christine S.
Validated Reviewer
Verified Current User
Review Source

"I recommend Genesys University"

What do you like best?

Once you know the framework, most things become intuitive. I recommend taking a progression of courses in Genesys University, because Customer Care Support can be somewhat unfamiliar to your organization's configuration, and Professional Services can get quite pricey. Conversation Manager saves so much of an Agent's time.

What do you dislike?

Reporting falls short, in the Interactive Insights. In creating your data Universe, you will need to enhance metrics with user-created formulas, based upon how your organization measures success.

Recommendations to others considering the product:

Look at the resulting reports from all modules, before you look at the prices.

What problems are you solving with the product? What benefits have you realized?

We are replacing outdated, expensive communication products with Genesys products that can close the gap sufficiently. Each year, we realize more and more business value with our engagement with Genesys.

Kirk H.
Validated Reviewer
Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Genesys PureEngage is a complete robust solution for Enterprise Contact Centers"

What do you like best?

It is constantly evolving and getting better and easier to setup and control. The configuration options are very flexible and powerful for a any type of business.

What do you dislike?

The documentation can sometimes be a bit lacking and the Knowledge Based search seems to find old documents and not the latest.

Recommendations to others considering the product:

I would recommend having enough servers to ensure there is a good HA failover for all of the applications.

What problems are you solving with the product? What benefits have you realized?

Call routing based on a scale of skills routes to the most qualified agent. It's fairly easy to add and subtract the VQs based on changing needs, and usually without having to change the routing strategies.

Omar G.
Validated Reviewer
Review Source

"Engage en Mexico"

What do you like best?

En el contact center de Coppel en Mexico nos ha ayudado a un mejor rendiminento en el momento de las marcaciones, logramos mejorar el contacto con nuestra cartera, mejorando nuestros numeros para lograr de esta manera un aumento en nuestra planta.

What do you dislike?

Apoyar con las configuraciones para personalizar de acuerdo a la que mejor se adapta en el contact center, buscando de esta manera personalizar las configuraciones de acuerdo a lo que se pretende lograr en el contact center.

Recommendations to others considering the product:

Es una gran herramienta que brinda una buena solucion para reducir el numero de marcaciones por cotacto.

What problems are you solving with the product? What benefits have you realized?

Mejorar nuestra contactacion con nuestra cartera de clientes, mejorando nuestro principal indicador que es el porcentaje de contacto que tenemos con los clientes.

Jean-Pierre S.
Validated Reviewer
Verified Current User
Review Source

"Pure Engage, best of the breed solutions for large Contact Center"

What do you like best?

Wide possibilities with the solution since personnalization of solution is wide open.

What do you dislike?

Somehow complexity. You need high skilled developpers to maintain this type of solution if you personnalized too much.

Recommendations to others considering the product:

Depending of the size of the company and numbers of contacts center agents, analyz well the needs to see your on premise needs or cloud needs. Make sure to get high skilled internal support.

What problems are you solving with the product? What benefits have you realized?

Enabling Contact center blended inbound & outbound with Eservices (Email & chat) allow us to answer our client in an omninchannel mode.

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