Genesys PureEngage

Genesys PureEngage

(74)
4.1 out of 5 stars

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

Work for Genesys PureEngage?

Learning about Genesys PureEngage?

We can help you find the solution that fits you best.

Genesys PureEngage Reviews

Ask Genesys PureEngage a Question
Write a Review
Filter Reviews
Filter Reviews
  • Ratings
  • Company Size
  • User Role
  • Industry
  • For Category
Ratings
Company Size
User Role
Industry
For Category
Showing 74 Genesys PureEngage reviews
LinkedIn Connections
Genesys PureEngage review by <span>Kioumars J.</span>
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 business 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.

Sign in to G2 Crowd to see what your connections have to say about Genesys PureEngage
Genesys PureEngage review by <span>Serkan K.</span>
Serkan K.
Validated Reviewer
Verified Current User
Review Source

"More than 5 years Genesy experience and currently working as Network Architect."

What do you like best?

Support team; especially e-Services segment of support which provide immediate solution and detailed information for the specific problem. They're really taking care of the cases and provide webex session without asking.

What do you dislike?

Other than product defects or bugs, we've seen that genesys documentation can include more spesific information about installation, deployment and administration. New documents/release note should include previous doc. informatios as well. Sometimes, I've recognized that I couldn't find useful infos in new document/release note, cause it's been deleted.

In urgent cases, Genesys should provide webex session and chat immediately without asking logs and other informations.

Recommendations to others considering the product

Other social media channels (drivers) should be included like instagram, youtube, google+

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

Using genesys IVR for enhanced capabilities in order to design dynamic IVR functions.

Create proper and less supervisor process in order to manage Agent's shifts via using Genesys WFM.

Using powerful routing capabilities for voice and non-voice media channels.

We're launching Proactive Chat and Vidyo solutions in order to increase customer experience for customers. Sİnce we've launched ClicktoCall (voice, chat) feature, we got positive feedbacks from our customers.

What Contact Center Infrastructure solution do you use?

Thanks for letting us know!
Genesys PureEngage review by <span>Roberto C.</span>
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 business 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.

Genesys PureEngage review by <span>Christine S.</span>
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 business 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.

Genesys PureEngage review by <span>oladunni B.</span>
oladunni B.
Validated Reviewer
Verified Current User
Review Source

"Geneysis Infrastructure Review"

What do you like best?

The solution is easy to use and very effective. It is very easy to troubleshoot. Agents at the contact center are very familiar with the quality of the client application i. e Interactive Work Space solution. Workforce Management scheduling is very effective. It easy to change agent skills and routing of calls to various CSR's based on the skill set. We have also integrated the payment platform with IWS to reduce the resolution time and resolving calls.

What do you dislike?

the solution is quite expensive to deploy. The agent skilling section and the agent logins sections needs updating.

Recommendations to others considering the product

the training is very expensive, and not easily available.

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

The solution has been able to save time and money. We were able to get our ROI in the within the first 6 months, which is very good for business. the company has also been able to improve the time of resolution of issues encountered.

Genesys PureEngage review by Consultant in Airlines/Aviation
Consultant in Airlines/Aviation
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 business 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.

Learn more about Genesys PureEngage

Genesys PureEngage Videos

Genesys PureEngage Downloads

Kate from G2 Crowd

Learning about Genesys PureEngage?

I can help.
* We monitor all Genesys PureEngage reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. Validated reviews require the user to submit a screenshot of the product containing their user ID, in order to verify a user is an actual user of the product.