Genesys PureEngage

Genesys PureEngage

4.2
(103)
Optimized for quick response

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
  • For Category
  • Industry
Ratings
Company Size
User Role
For Category
Industry
Showing 104 Genesys PureEngage reviews
LinkedIn Connections
Genesys PureEngage review by Kioumars J.
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 Serkan K.
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 Roberto C.
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 Ahmet Gökalp E.
Ahmet Gökalp E.
Validated Reviewer
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd 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 business 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.

Genesys PureEngage review by Ravi S.
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 business 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.

Genesys PureEngage review by Christine S.
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 Kirk H.
Kirk H.
Validated Reviewer
Verified Current User
Review Source

"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 business 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.

Genesys PureEngage review by oladunni B.
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.

Genesys PureEngage review by eugene t.
eugene t.
Validated Reviewer
Verified Current User
Review Source

"GMS best architected application since Genesys Statserver"

What do you like best?

Genesys Engage application and products is very much like a swiss army knife - it can do just about anything you want it to when it comes of contact center solutions. GMS product in particular allows for practically any possible integration one can dream up of.

What do you dislike?

applications and products update so quickly that documentation is often left behind so finding the right information to do some of the technical work can be frustrating at times.

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

We were able to realize a more effective mean of interacting with our customer by offering an omnichannel customer experience through the use of Genesys eServices + GMS.

Genesys PureEngage review by Victor Hugo O.
Victor Hugo O.
Validated Reviewer
Review Source

"Mejorando la atención de los clientes y la vida del personal de ti"

What do you like best?

Genesys es una compania Global, enfocada en la innovacion continua de sus productos, el uso de la plataforma pure engage nos ha permitido contar con productos que nos permiten adaptar la plataforma tecnologica a las necesidades de nuestro negocio y de nuestros clientes en los mejores tiempos, ademas de darnos confianza por la estabilidad y por el respaldo

What do you dislike?

Por ser una compania global, a veces los procesos de negociacion no se adaptan de la mejor manera a las politicas y formas locales de cada pais, obstaculizando un poco la agilidad en el cierre de negocios

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

Hemos logrado adaptar la solucion al nuevo CRM en tiempo record, logrando una sinergia que nos permitira acceso a las bondades del crm a traves del ivr y de las plataformas de e-services

Genesys PureEngage review by Consultant
Consultant
Validated Reviewer
Verified Current User
Review Source

"Genesys PureEngage - Experience Certainty "

What do you like best?

The Genesys PureEngage solution is used in the whole organization. All Agents and Supervisors manage the customer journey via Genesys Pure Engage. Genesys solution (Inbound, Outbound, eServices (Email and Chat)), Initially started with couple of LoB's and later other many other LoBs are shown interest and asked to on board on Genesys platform to get benefit from the features it provides. The business needs are addressed simply with help of this solution and really impressed.

What do you dislike?

Call recording solution to be improved better as compared with NICE and Verint.

User Interface: Genesys Administrator / GAX is not user-friendly for configuration.

Real-Time and Historical Reporting can still be made more easy.

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

Queue wait time and Abandon calls issues been addressed.

Increased call completion rate in IVR with optimized Genesys IVR solution.

Increased agent utilization

Customer experience increased

Genesys PureEngage review by eugene t.
eugene t.
Validated Reviewer
Verified Current User
Review Source

"Genesys OmniChannel Experience is Service Made Easy"

What do you like best?

Genesys's bread and butter is its strong routing and reporting capabilities of interactions.

The ability to support and provide integration capabilities for just about anything a customer or developer dreams up.

What do you dislike?

the documentation can use a lot of work.

The openness and flexibility of the products is a mixed blessing as often times it's difficult to come up with 'best practice' from Genesys's perspective. It would help if Genesys can provide set 'recipe' solution for the products they sell.

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

we were able to achieve a higher NPS by delivering omnichannel customer experience

Genesys PureEngage review by Iyaniwura A.
Iyaniwura A.
Validated Reviewer
Verified Current User
Review Source

"Genesys Infrastructure Review"

What do you like best?

The Solution is essentially effective and can be considered as a reliable PABX. Agents at the call center are impressed with the UI for the client application. Customer resolution time is absolute when using the IWS Interactive Work Space.

The Dashboard allows for different stakeholders in the company to have access to be able to live-monitor the contact centre.

You are able to access the Monitoring tool remotely from any location.

What do you dislike?

It really is difficult to attach a dislike to Genesys as it covers such a wide spectrum but i would say that the skill set tab on the Genesys administrator server could do with being streamlined.

In addition there was a period when the statistics at the initial stages of integration where not updating although it would be good to confirm if this would be an issue with initial stages.

Recommendations to others considering the product

Training is on the higher end on the price spectrum.

The Online Training is not easily accessible and also equally pricey.

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

The PABX solutions has been able to save time and money.

Our company has been able to provide an ROI Return of Investment in the first 6 months after deployment. The software has been able to work effectively as a result this has given the company a substantial competitive edge over our other competitors.

Genesys PureEngage review by Grayton E. K.
Grayton E. K.
Validated Reviewer
Review Source

"Genesys customer experience, contact center platform review"

What do you like best?

Genesys is by far the most comprehensive "customer experience" solution being offered in the market place today. Avaya has fallen far behind from a R&D perspective and Cisco will never have a fully integrated solution. Genesys incorporates all of their solutions, features, and functionality into a single code source, IOS if you will, rather than develop patches and connectors. With such importance being placed on the business outcome visibility and influence, there is no other solution that I would bet my future on.

What do you dislike?

Genesys has always been considered the best-of-the-best and therefore considered a bit more expensive. Also, mindshare can be an issue at times, there are many more Cisco resources available to help with design and implementation but that usually delivers "average" results. Genesys delivers very effective business intelligence which usually ends up impacting the business in relatively short order, average resources and expertise will not suffice in most circumstances.

Recommendations to others considering the product

Find a very experienced Genesis professional services partner to act as a coach, consultant and integration expert.

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

First and foremost, it provides direct access to real-time business intelligence. By having a complete 100% fully integrated platform, all aspects of customer, employee and partner omni-channel interactions are analyzed, cataloged, and optimized (in real time) forming a very intuitive "business intelligence library" that allows an immediate impact on business operations and outcomes.

Genesys PureEngage review by Administrator
Administrator
Validated Reviewer
Review Source

"Complete package for your Contact Centre needs"

What do you like best?

Genesys PureEngage has the complete package for your Contact Centre needs. We don't have to deal with multiple vendors. We just go to them for our voice and eServices requirements. In my opinion, they are number 1 in the business. Their knowledge base and documentation are very good resource.

What do you dislike?

Some areas of improvement are the integration points on the different modules. There are so many modules that it creates a high learning curve.

Genesys professional services and 3rd party consultant cost is also high so we build skills internally. I highly recommend you have people with strong Genesys skills to increase success in using Genesys PureEngage.

Although it may be costly, the Genesys University training is a good investment to build the Genesys skills internally.

Recommendations to others considering the product

I highly recommend you have people with strong Genesys skills to increase success in using Genesys PureEngage

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

Customer likelihood to recommend increases because they were able to get to the right agent.

Customer also likes the callback functionality.

eServices such as chat and SMS made it easier for our customer to reach an agent as an alternative to voice.

Genesys PureEngage review by Tekin C.
Tekin C.
Validated Reviewer
Verified Current User
Review Source

"PureEngage Review"

What do you like best?

Call center Inbound , IVR, Reporting and Telephony

What do you dislike?

Dailer , Agent Desktop , Scripting and recording

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

We make very much integration between customer and us. Non stop operation is very inportand for us

Therefore our inhouse technical team is very expert Genesys administration. I think we need training and sertifiated engineer. I think Genesys is very good dialer system and ACD system.

Genesysis very usefull and client base system. You can make intergation very easy. We get dialer production in a day.

Genesys PureEngage review by Hüseyin Y.
Hüseyin Y.
Validated Reviewer
Verified Current User
Review Source

"Genesys can customize your contact centre to improve CX"

What do you like best?

I have been using Genesys CIM platform since 2012. I think Genesys is one of the best contact centre infrastructure and supports almost all kind of communication types on digital channels for voice, web, social and mobile. Addition to channel engagements with out-of-box products, we have been able to use SDKs to customize integration by designing, developing and building inhouse products on top of Microsoft .NET Framework.

What do you dislike?

The maintenance and troubleshooting requires too much effort so the design and implementation phase for a new environment need to be reviewed carefully.

Recommendations to others considering the product

Genesys is configurable and flexible to support 3rd party products so it is easy to switch a part of your current infra and partialy move to Genesys.

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

We have been using Genesys 8.1 platform for contact centre to create great applications for contact centre's team and customers.

The integration we have done on digital channels improved our customer experience and we had amazing feedback for proactive customer engagement.

The UC Connector(Smartlink) provide us ability to handle, monitor and track voice calls on Genesys, Siemens and Microsoft Lync.

* Omnichannel Agent Desktop (Workspace Desktop) .

* Inbound Voice

* Outbound Dialer (Preview, Progressive and Predictive Dialing)

* Real Time and Historical Reporting (CC Pulse, Infomart)

* Proactive Customer Engagement

Genesys PureEngage review by David S.
David S.
Validated Reviewer
Review Source

"Genesys WFM"

What do you like best?

As a planner, the best feature for me was Planning Layer. The option to create a forecast and build a full schedule based on a "what if", then customize that scenario to meet the best service level. All of this could be done so only the planning team could see it. Once reviewed and we wee help with the schedules, we could publish the whole thing or individual shifts/team to the "live environment".

What do you dislike?

I didn't like the multitasking functionality when it come to partial skilled teams as I didn't feel it was easy understand and setup. Genesys would give us the FTE requirement for each given skill, but when trying to schedule against the requirement, I didn't feel that it utilized the staff skills sets efficiently meaning we were left doing manually adjustments to try improve service levels. In a single skilled or fully multi skilled environment it worked very well.

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

Since moving away form Genesys I realized you miss the thing that you took for granted. One of the biggest is vacation management. Genesys has a fantastic vacation card customization section where you can define multiply scenarios to meet your business vacations calculation. (Part-time, Full-time, Accrued, Award).Also you could amend these with one off bonus holidays for incentives or bought or sold. Not having this feature in my current company causes a lot of additional work.

Genesys PureEngage review by Administrator in Broadcast Media
Administrator in Broadcast Media
Validated Reviewer
Verified Current User
Review Source

"Geneysys Pure Engage"

What do you like best?

Genesys PureEngage is used at our retention Contact Center. It has helped the agents to work omnichannel. We have also integrated Genesys PureEngage with our CRM as it provides webchat, IVR setup. This has improved agent KPIs and also full engagement of customers and resellers of our product in a tremendous fashion.

What do you dislike?

The software was recently installed and new so will take a while to understand it properly. So far nothing to dislike

Recommendations to others considering the product

non available

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

It has been able to save time and money. Customer queries are answered speedily. ROI can be increased effectively.It accepts seamless unified & customized reporting.It works well with other features of the business, CRM and Genesys Interactive Workspace.

Genesys PureEngage review by Ramy A.
Ramy A.
Validated Reviewer
Verified Current User
Review Source

"Genesys is a real partner that focus on business and end customers CX"

What do you like best?

Simply!, Genesys provides brilliant solutions plus business consultancy that print an exceptional customer experience and remarkable ROI.

Genesys is talented in customer engagement across all channels, moreover Genesys is a guru in managing the customer journey in the back office with amazing proactive tactics.

What do you dislike?

Many features with capability to integrate with many other solutions make it more challenging to have friendly unified user interface, yet Genesys recently provided a good one : ) , thanks.

Recommendations to others considering the product

The best contact center omnichannel solution.

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

We receive hug number of calls that lead to a queue especially in peak hours, and it is hard to manage or deliver service to the customer while he is on a queue.

Genesys resolved the peak hour nightmare, normalized the flow of calls, delivered an exceptional customer experience while customer in queue.

Genesys PureEngage review by Internal Consultant in Internet
Internal Consultant in Internet
Validated Reviewer
Review Source

"Genesys review"

What do you like best?

Routing - deliver the client interaction to the right attendant.

Proactive - call to clients and transfer them to an intelligent IVR that can solve problems and offer new products.

IVR - provides personalized experiences with our CRM integration.

What do you dislike?

Genesys partner - the difficult to implement new features

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

Centralized management of contact center operations.

Genesys PureEngage is being used by Contact Center to support our clients to get the best way to solve their problems or questions about our products. With Genesys, we improve the internal operations controls and reduce operational costs.

Genesys PureEngage review by Aminudin Z.
Aminudin Z.
Validated Reviewer
Review Source

"Easy adaptation and great omni-channel capabilities"

What do you like best?

1. Easy implementation (straight forward)

2. Customize to suit our requirement.

3. Great development team that understand our demand/ request

4. Structured development and implementation process for the

entire modules

5. The sales team did not push the entire product but understand and only recommend needed modules for our business.

What do you dislike?

1. The outbound dialer capability can be improve especially on campaign management.

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

1. We manage to merge all the different platform for different needs in previous environment into single platform

2. Easy maintenance and monitoring (For our IT folks)

3. Start to introduce self-service functions at our Contact Centre

Genesys PureEngage review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Genesys PureEngage"

What do you like best?

I appreciate the flexibility of the solution and the ability to integrate with various applications. Furthermore I appreciate the ability to extend the solution through the available SDKs. As an administrator I appreciate the ability to monitor the state of the solution via the management UI

What do you dislike?

Genesys is a very complex solution. There are multiple “layers” that interact with each other. It’s important to be aware of the potential for impacting other components when making changes

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

Decreasing customer frustration by reducing the time to address customer issues/questions etc.. we also provide a self service option

Genesys PureEngage review by User in Automotive
User in Automotive
Validated Reviewer
Review Source

"Customer Engagement expectations met"

What do you like best?

Technology centered around creating a customized customer experience. Not often do customers know exactly what they want, so based on different viewing habits and interactions, we're able to cater our content to their expectations.

What do you dislike?

There's an over-reliance on legacy communication technologies (voice lines, emails, text messages). What about newer ways of communicating through app notifications, social media, IOT devices? Would be great to see how PureEngage can reach out to customers utilizing some of these newer technologies.

Recommendations to others considering the product

Cover your bases (voice, email, social, text) and learn how to leverage the best of PureEngage's capabilities before strategizing for success. There's always room to grow, but make sure your fundamentals are covered.

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

We're trying to cover our bases with customer engagement and PureEngage does that well. We'll see once disruptor technologies settle down how PureEngage can capture new audiences.

Genesys PureEngage review by Eric H.
Eric H.
Validated Reviewer
Verified Current User
Review Source

"Genesys is a game-changer."

What do you like best?

Genesys, when implemented as intended, can touch every inch of your enterprise and streamline back-office and contact center activity in one solution.

What do you dislike?

Like most large companies, Genesys is slow to update their user interfaces which can make working in them an acquired skill rather than an intuitive experience.

Recommendations to others considering the product

Take advantage of Genesys consulting and be ready to let go of your legacy business processes if you truly want improvement.

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

Currently we're looking to expand to many more customer channels and Genesys is making that easy as we already have voice-enabled agents in production today. Adding additional channels is as simple as installing the products and updating agent profiles.

Genesys PureEngage review by Jean-Pierre S.
Jean-Pierre S.
Validated Reviewer
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 business 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.

Genesys PureEngage review by Erin D.
Erin D.
Validated Reviewer
Review Source

"Innovative and a true partner"

What do you like best?

Project kickoff is next Monday, but so far I'm really impressed with the level of partnership, and understanding from our Genesys sales and PS teams (particularly Stephan Rinfret, Jason Parks, and Dhuval). They really understand who we are, what we are looking for, and how Genesys can help.

What do you dislike?

You need to get stuff to the cloud faster! I'm tired of hearing "that's on prem but is on the roadmap"

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

All customer contact channels under one platform, consolidation of 3-4 different systems into one with data we can trust.

Genesys PureEngage review by Kevin L.
Kevin L.
Validated Reviewer
Review Source

"Genesys enables me to provide solutions."

What do you like best?

I love that the Genesys architecture is so flexible that it allows me to meet our business requirement needs effortlessly. With solid integration into our PBX, IVR, CRM and WFO solutions, I rest assured knowing that I can provide the necessary Key Value Pair attached data elements to intelligently route our callers and positively impact the Customer Experience.

What do you dislike?

I cannot honestly think of anything that I dislike about this product.

Recommendations to others considering the product

Sit down first and think of the pain points that you are encountering with your current ACD system. Consider the things would you like to do to enhance the Customer Experience and ask you current vendor to present how they would accomplish. Provide the same synopsis to Genesys and ask them how THEY would accomplish. Compare solutions and decide which is complete without exceptions and provides the capability to accommodate your future needs.

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

With Genesys we are able to intelligently route the caller to the correct advocate and provide their CRM screen with enough information that allows them to effectively service our members. Genesys also enables us to rapidly respond to spikes in call volumes and efficiently introduce additional staff to handle calls.

Genesys PureEngage review by Jörg K.
Jörg K.
Validated Reviewer
Review Source

"Best real omnichannel contact centre paltform"

What do you like best?

Genesys is a real omnichannel contact centre platform leveraging the advantages of having one system instead of different silos. The most obvious is a 360° omnichannel customer interaction history which make hotline amnesia a thing of the past.

What do you dislike?

New products need very close attention and some time to get mature. Once it is set up it works, you sometimes have to try out different configurations to get the optimum, there are not that many recommendations.

Recommendations to others considering the product

It is a big toollkit to fulfill almost every demand, but you need to have the right people on board to operate and develop it. After the first implementation and usage you will find a lot more opportunities for the system. Start thinking from the customer perspective and develop the system to that need, not the other way around.

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

We are routing millions of contacts on various channels to thousands of agents in more tha 45 sites.

It is very stable and reliable, good to scale and with the right people on board easy (thus it is very complex) to operate and develop. We are able to make a step by step evolution to the next level in customer service.

Genesys PureEngage review by Fahri Y.
Fahri Y.
Validated Reviewer
Review Source

"Genesys PureEngage"

What do you like best?

• The solution is flexible and powerful enough to satisfy users. Such as, applying complex business rules for routing.

• IWS is customizable; each team (inbound, outbound, collection, etc.) uses a different version of IWS which is customized according to their needs.

What do you dislike?

* Social engagement tool doesn't support all social media platforms like instagram, youtube, etc.

* Sentimental analysis doesn't support the Turkish language.

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

Improved AHT, reduced operational cost, increased agent utilization, reduced customer effort.

Genesys PureEngage review by Internal Consultant in Utilities
Internal Consultant in Utilities
Validated Reviewer
Verified Current User
Review Source

"Flexible product that can fit into your organization"

What do you like best?

Product portfolio delivers solutions for nearly every type of customer interaction in today's world. Compared to some other products (ie Avaya) the solution is much more transparant and gives the businessuser the benefit of using all of it's possibilities.

What do you dislike?

Pricing / Licencing model is a bit 'oldfashioned' making it sometimes difficult to make a comparable / attractive businesscase against some pay-per-use products

Recommendations to others considering the product

Go visit users/customers and learn from their experience! it's the smaller usecases that bring extra benefits over the standard solution

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

Most types of contactcenter activities:

- inbound and Outbound voice

- Outbound campaign calling

- E-mail handling

- Backend workitem processing

- Blended handling of voice/nonvoice

- IVR, WFM, etc.

Solution is the base for all routing and has inceases efficiency levels big time

Genesys PureEngage review by Marek K.
Marek K.
Validated Reviewer
Review Source

"Open but lacks automation"

What do you like best?

Product robustnes and range of features. Aplication opennes and level of customization.

What do you dislike?

OS patching process not well.supported by the vednor. Partners not delivering new deployments using more effort efficient rapid deployment tool. No autoupdate proces for patching of the components. GWE vs. GME feature overlap gaps and duplicities. Little demands on partner's education - "cheap" silver and gold partner.

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

See above.

Genesys PureEngage review by User in Banking
User in Banking
Validated Reviewer
Review Source

"Se puede con Genesys"

What do you like best?

Usando Genesys las labores "típicas" de un call center son más sencillas, promueve la innovación al mismo tiempo que se consiguen resultados de negocio, de los clientes y en la gente que trabaja en el call

What do you dislike?

Un poco costoso, frente a la competencia u otros esquemas de uso tradicional en contact center

Recommendations to others considering the product

Explorar las bondades de AI y de Machine Learning en un modo de servicio o algo que permita hacer tangible los negocios antes de hacer una compra efectiva

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

Eficiencias en enrutamiento, en contactos con clientes y productividad de asesores, así como establecer modelos de seguimiento eficientes e innovadores

Genesys PureEngage review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Generic but sometimes hard to use"

What do you like best?

I like the generic side of using PureEngage and we can do many things with the platform. However, we miss some functionalities that should be out of the box instead of doing many things by ourselves.

What do you dislike?

Sometimes, especially GMS, the documentation says one thing, Genesys support team says another thing and we see another thing...

Recommendations to others considering the product

Brace yourself :)

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

Genericity for our many different contact centers

Genesys PureEngage review by Sandip D.
Sandip D.
Validated Reviewer
Review Source

"A great customer experience platform "

What do you like best?

It is a very good customer experience platform with variety of options and cloud based and very flexible. It has good integration with the lync which I like most and also the very good up time and the virtual call and voice mail facilities are very good I loved it.

What do you dislike?

This is the good software however the pricing is much higher so it can be better. And the call blocking features some times isn't working and the android app can be better with II.

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

We are using this to get I touch with the client and customer using this tool it is very easy and the automated call response is very nice. The complete solution for your voice based communication.

Genesys PureEngage review by Thiago H.
Thiago H.
Validated Reviewer
Verified Current User
Review Source

"Genesys - A real intelligent tool"

What do you like best?

I like of intelligent routing that the Routing Solution provides. Is possible drawing a call flow with integrations, verifications and customizations like the customer ask.

What do you dislike?

Normally in the software upgrades fixes some problems and creates others, is necessary does a detailed homologation before put the new version in production.

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

We are controlling all of ours contact centers in one place and doing the distribution of the interactions in smart way to attend our clients faster.

Genesys PureEngage review by Anthony M.
Anthony M.
Validated Reviewer
Review Source

"EIG PureEngage"

What do you like best?

Best part about the pure engage solution is the fact that for large enterprises to have an on prem solution that provides the flexibility for whatever routing or interaction needs you might have.

What do you dislike?

The amount of true out of the box solutions, also the SaleForce G adapter does not work as well as liked.

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

Workforce management, omini channel, skills based routing, voice, chat ticket

Genesys PureEngage review by Monica M.
Monica M.
Validated Reviewer
Review Source

"Control total de atencion en contact center, diferentes canales y ciudades."

What do you like best?

El control gerencial que me permite generar la solucion para identifcar oportunidades de optimizacion del contact, sin importar que esten en diferentes aliados o lugares

What do you dislike?

es un poco complejo los timepos de implementacion vs las necesidades cambiantes del negocio

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

Optimizacion de costos, flexiilidad de operar en contingencias, avanzar tecnologicamente como el mercado con el soporte de genesys

Genesys PureEngage review by User
User
Validated Reviewer
Verified Current User
Review Source

"Solid product with complete flexibility"

What do you like best?

The flexibility to do almost anything we need with the product.

What do you dislike?

The difficulty in getting information on all the different options.

Recommendations to others considering the product

Make sure you really need the flexibility that comes with PureEngage and are capable of supporting it...it is not a simple product to use.

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

Handling complex call flows involving telematics devices on a stable, highly available platform.

Genesys PureEngage review by Executive Sponsor in Banking
Executive Sponsor in Banking
Validated Reviewer
Review Source

"Solid Platform"

What do you like best?

The best features of Pure Engage is that it works. It is a solid platform and even though we are running on an older version right now we have experienced 99.9+ up-time in the last year.

What do you dislike?

The knowledge needed to configure and change the system that we have does take an expert. It is not for the novice or faint of heart.

Recommendations to others considering the product

Solid Solution with lots of features.

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

We blend in-bound and outbound voice calls as well as chat and email. We also have employed callback when call wait times exceed a specified threshold,

Genesys PureEngage review by Nestor Alejandro S.
Nestor Alejandro S.
Validated Reviewer
Review Source

"GENESYS EXPERIENCE"

What do you like best?

Genesys is the better contact center platform for Outsoursing and BPO, is more customized and easy to used, also you can integrated the platform information with business information tin the same front

What do you dislike?

is some expensive, but is the best platform

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

we used Genesys to increase the sales and moro control in indicator for example AHT

Genesys PureEngage review by User in Insurance
User in Insurance
Validated Reviewer
Verified Current User
Review Source

"Great for Telecommuting"

What do you like best?

It is a simple interface to use and makes it easy to work from any remote location.

What do you dislike?

It may be a server issue with my company, but we often lose to connection and have to restart the application multiple times in the middle of the work day.

Recommendations to others considering the product

Strong server connection makes it easier for users to complete their work.

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

Easy to make lots of phone calls in a short amount of time when the server connection is strong. Log in process can be time consuming but seems very secure.

Genesys PureEngage review by Grey P.
Grey P.
Validated Reviewer
Verified Current User
Review Source

"genesys"

What do you like best?

It helps the organization to get to market faster with a more productive work force and lower regulatory risks

What do you dislike?

everything is very good , I have nothing to displease me this product

Recommendations to others considering the product

100% recommended for all people

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

many benefits and that helped the company to emerge

Genesys PureEngage review by Executive Sponsor in Philanthropy
Executive Sponsor in Philanthropy
Validated Reviewer
Review Source

"Overpromised, Under-delivered, cost us money"

What do you like best?

Nothing was good. I would strongly recommend against this company.

What do you dislike?

We were promised several features, which our engineer documented and designed for us, and were never delivered these. When we asked, we were told we'd need to pay thousands more. When we inquired about Salesforce integration, we were told that no matter what we wanted to do we'd need to pay $3,000. Conversely, when we switched to Fonality, Salesforce integration was free.

The staff had no idea how to help us repeatedly, the system is extremely unintuitive, requires logging in to three different places, etc.

But fundamentally, we were promised a whole host of things that were never delivered. The person assigned to us to support us was no capable of helping with technical questions, and when we asked for what we'd been promised and showed documentation of those promises we were told we'd need to pay more than was in the contract or that we could not have them. Finally, when we decided to leave the company, they would not even let us leave our contract early despite the documentation we had of their broken promises.

I would strongly recommend you go with the much more customer-friendly, elegant solutions like Fonality than this first generation, clunky, unintuitive VOIP company.

Recommendations to others considering the product

I was told Genesys was better than Avaya for small businesses. No. They were terrible. Go with Fonality or other newer companies that have better products and customer service.

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

None. We even lost countless voice messages in their system.

Genesys PureEngage review by ronner m.
ronner m.
Validated Reviewer
Verified Current User
Review Source

"genesys"

What do you like best?

It helps the organization to get to market faster with a more productive work force and lower regulatory risks.

What do you dislike?

everything is very good , I have nothing to displease me this product.

Recommendations to others considering the product

100% recommendable

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

many benefits and that helped the company to emerge.

Genesys PureEngage review by Internal Consultant
Internal Consultant
Validated Reviewer
Review Source

"Cambiando la forma de trabajar"

What do you like best?

Pasar de plataformas aisladas a una integrada, vivir las facilidades al momento de implementar, cambiar y en general aportar a nuestros clientes una mejor experiencia de servicio...me ha motivado a cambiar mi forma de trabajar.

What do you dislike?

Los costos, para una solución global...cualquier crecimiento temporal por el tipo de solución es muy alto

Recommendations to others considering the product

Es una plataforma realmente omnicanal

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

Entender porque nos llaman nuestros clientes lo hemos podido resolver en Gas Natural Brasil al momento de implementar Speech Analitycs

Genesys PureEngage review by Jasmine M.
Jasmine M.
Validated Reviewer
Review Source

"WFM PLATFORM REVIEW"

What do you like best?

The ability to staff plan long term with profiles and different forecast scenarios opens up so many options

What do you dislike?

Lack of personalisation of the platform, different things are important to different users

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

Long queue times by blending work types

Genesys PureEngage review by Consultant in Computer Software
Consultant in Computer Software
Validated Reviewer
Review Source

"Good experience during sales cycle, but struggling with implementation team"

What do you like best?

Impressed with functionality, robustness of cloud offering as seen and discussed during sales cycle. Integration with Salesforce.com is a big requirement for us, and what we saw looked impressive. Workforce Management functionality is very powerful and held much appeal for our business stakeholders.

What do you dislike?

Post-sales, we have continuously been struggling with the project team, who seems poorly led, and whose members seem very new to Genesys. As a result, we are dependent on previous few product management resources who are experts but are rarely available. The schedule is slipping, and the project is not well managed. As a client, we have very limited visibility and need to escalate constantly. Is this a common experience with Genesys?

Recommendations to others considering the product

Insist on vetting the professional services team BEFORE the start of the project. The transition from sales to services is not effective. The project team is green, and has yet to produce results. This is highly concerning for us at this time.

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

We are implementing an integrated contact centre strategic solution, to provide an improved customer experience, and a better client-facing agent experience. Improved inbound routing for call, email and chat will shorten wait times; better metrics, in real-time, will enable us to foresee potential issues and take action sooner. Integration with SFDC will enable us to have consolidated client views to manage customer relationships.

Genesys PureEngage review by User in Electrical/Electronic Manufacturing
User in Electrical/Electronic Manufacturing
Validated Reviewer
Verified Current User
Review Source

"Genesys User"

What do you like best?

The product is intuitive and adaptable. It allows you to navigate through the system without too much searching/browsing. The multi-purpose platforms integrates your desire for a comprehensive experience.

What do you dislike?

Some features are not available and a work around needs to be created. This forces the user to use more resources, deterring from productivity. The time needed to complete the additional work around could be used elsewhere in my day-to-day tasks. Ideally, if the tool enabled more customization, we'd be able to enable it during implementation and not have it be a focus of day to day tasks. It would be a part of the tool.

Recommendations to others considering the product

Consider what business need you are looking to satisfy, then use that to map out expectations and potential hurdles. Be sure that the product provides you everything you are looking to accomplish. Map out a functional spec for the need(s) you are looking to satisfy and provide detailed examples of processes you'd like to complete.

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

Communication with internal and external customers is lacking satisfaction. This tool enable more seamless communications. We view everyone we interact with each week as customers. Our employees (internal customers) need to be able to quickly and accurately share their needs with each other in order provide the best value for our customers.

Genesys PureEngage review by Suyoon S.
Suyoon S.
Validated Reviewer
Review Source

"PureEngage"

What do you like best?

The ability to provide and customize all aspect of Genesys onpremise

What do you dislike?

Trying to upkeep and be on the bleeding edge of the technology

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

Working closely with the business to help them understand the value of Genesys

Genesys PureEngage review by Consultant
Consultant
Validated Reviewer
Review Source

"Support Team are very friendly and helpful!"

What do you like best?

How easy it is to get in touch with the Support Team from Genesys.

What do you dislike?

Sometimes, you have to deal with several people before someone knows exactly where is the bug.

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

I am working in a Application / Support Team, we are Gold Partner with Genesys. Genesys helps us to resolve some issue that we are not able to resolve since we do not have access to the core/code.

Genesys PureEngage review by Administrator
Administrator
Validated Reviewer
Review Source

"Flexibilidad en el enrutamiento"

What do you like best?

La plataforma de Pure Engage de Genesys nos permite tener una flexibilidad en los modelos de enrutamiento del Call Center adaptandonos a las necesidades cambiantes del negocio. Esto nos da la oportunidad de modificar esquemas en tiempo record.

What do you dislike?

El modelo de crecimiento de la pltaforma nos gustaria que tuviera una mayor flexibilidad

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

Nos permite brindar atención al cliente con la seleccion adecuada de los asesores de nuestro Call Center.

Genesys PureEngage review by Derek G.
Derek G.
Validated Reviewer
Review Source

"Genesys Review"

What do you like best?

Innovative approach and ability to meet customer needs with world class systems

What do you dislike?

Unsure yet. Havent put it in yet. So far, all has been good

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

Telephony replacement. Analytics replacement. Still putting system in place

Genesys PureEngage review by Adam W.
Adam W.
Validated Reviewer
Verified Current User
Review Source

"Genesys in Higher Education"

What do you like best?

The flexibility that the solution offers

What do you dislike?

Licensing model for Higher Education is cost prohibitive.

Recommendations to others considering the product

Have clear Business Requirements

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

Bringing multiple contact avenues to one solution. The benefits are still to be determined.

Genesys PureEngage review by Consultant in Information Technology and Services
Consultant in Information Technology and Services
Validated Reviewer
Review Source

"Yes , we can do much better "

What do you like best?

The Routing , Integration with third partz application like Nuance , Nice

What do you dislike?

The reporting tool and Genesys Administrator GUI as it does not have option to import or export many things which other vendors like Avaya have in their Admin GUI's

Recommendations to others considering the product

Yes for sure

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

Seamless Integration with Nuance , Chatbot and Mobile Banking app .

Call reduction by large number using Genesys CHAT and GMS solutions

Genesys PureEngage review by Internal Consultant in Government Administration
Internal Consultant in Government Administration
Validated Reviewer
Review Source

"From Call Center to Contact Center"

What do you like best?

The omnichannel offering is something that appealed to us along with the level of customization we can achieve to suit our business.

What do you dislike?

It is expensive to deploy and if you are not clear with the processes, then you get into a loop of CR's.

Recommendations to others considering the product

Ensure you know what you want and this is the system you will not regret investing in.

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

We have automated our IVR. We have multichannel interactions which we did not have before.

Genesys PureEngage review by Clara S.
Clara S.
Validated Reviewer
Review Source

"Herramienta util y sencilla"

What do you like best?

Me gusta que es sencilla y facil de integrar e implementar.

What do you dislike?

Que no los estamos usando integralmente, porque lo asociamos solamente al contact center

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

CTI, IVR inteligente y chat

Genesys PureEngage review by Consultant
Consultant
Validated Reviewer
Verified Current User
Review Source

"Contact Center solution architect design and drive customer to defined scenarios"

What do you like best?

The framework approach able to accmplish any kind of request.

What do you dislike?

sometimes costs seems too high if benefits are not fully understood

Recommendations to others considering the product

.

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

lot of, from voice self services to digital engagement

Genesys PureEngage review by Erdal .
Erdal .
Validated Reviewer
Review Source

"Fast Intergration"

What do you like best?

especially Routing and Reporting Solution. It is eassy to integrate genesys solution with customers CRM.

What do you dislike?

Documents should include more useful info about the new release.

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

Using powerful routing capabilities for voice.

Genesys PureEngage review by Administrator in Hospital & Health Care
Administrator in Hospital & Health Care
Validated Reviewer
Review Source

"Great product, not great delivery"

What do you like best?

The core Genesys product always has been the market leader for a reason.

What do you dislike?

Care is extremely frustrating to deal with - almost all offshore, so 1 day delay and often a game of volleyball over multiple days.

Operations/engineer has made many mistakes that have caused outages and service disruption.

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

Customer experience via the voice channel. Consolidation, increased visibility of all activities.

Genesys PureEngage review by Industry Analyst / Tech Writer in Information Technology and Services
Industry Analyst / Tech Writer in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Awesome Product"

What do you like best?

Had been using Voice Genie, upgraded to genesys GVP 8.5, easy to transition.

What do you dislike?

I cannot think on anything that i disk like yet.

Recommendations to others considering the product

NA

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

Easy to transition.

Genesys PureEngage review by User in Consumer Services
User in Consumer Services
Validated Reviewer
Review Source

"Genesys "

What do you like best?

What I like best about Genesys is the ease of finding contacts or queues within your systems.

What do you dislike?

I dislike the search functions and the difficulty profiles have with opening attachments on contacts

Recommendations to others considering the product

Keep an open mind. The tool is pretty simple unless it malfunctions... And then at this point you would want to document, document, document! As error messages can disappear in an instant

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

This is the system we use to route phone calls as well as emails. The benefits I realize versus our old system is that it's quicker to login to.

Genesys PureEngage review by Administrator in Leisure, Travel & Tourism
Administrator in Leisure, Travel & Tourism
Validated Reviewer
Review Source

"Multichannel"

What do you like best?

Genesys provides the platform to stay up with the latest technologies and to service our clients in their avenue of choice, Thus creating an environment for us to give excellent customer service.

What do you dislike?

No cross check ability or error check before making changes.

Recommendations to others considering the product

Take the time to assure that your network meets the requirements. Make sure your Engineers are fully trained.

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

The ability to utilize a larger agent pool in order to service our clients the same across the board at any time,

The ability to implement a client globally

Genesys PureEngage review by User in Food & Beverages
User in Food & Beverages
Validated Reviewer
Verified Current User
Review Source

"Not Great "

What do you like best?

It completes calls usually, and the userface is generally easy to use and explain in training.

What do you dislike?

It disconnects from the server on a regular basis. It changes my state regularly. The connection is generally poor.

Recommendations to others considering the product

I would recommend another voice provider, especially if you are looking to track employee states

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

Phone support in connection with ZenDesk

Genesys PureEngage review by Internal Consultant
Internal Consultant
Validated Reviewer
Review Source

"Personalizacion del IVR"

What do you like best?

Se creo un IVR personalizado para los clientes donde las opciones que se les presentan se basan en los productos que tiene cada cliente.

What do you dislike?

.La experiencia ha sido buena, se logró personalizar el IVR.

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

Tener IVR personalizado donde las opciones que se presentan dependen de los productos que tiene el cliente, paso asesor con los datos del cliente.

Genesys PureEngage review by Internal Consultant
Internal Consultant
Validated Reviewer
Review Source

"Feature Rich"

What do you like best?

Flexibility and Capacity of the solution supports my organization. The solution has the availability required to be effective to support my clients.

What do you dislike?

To support the needs of my company that are complex, the solution is also complex. This requires lots of knowledge to support effectively.

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

Consolidation of legacy groups into a single group to achieve an economy of scale.

Genesys PureEngage review by Jorge N.
Jorge N.
Validated Reviewer
Review Source

"CALA REGION review"

What do you like best?

Reliability, wide range of applications, and innovation

What do you dislike?

Pricing is sometimes too expensive for our market

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

Customer engagement

Genesys PureEngage review by Carlos Eduardo S.
Carlos Eduardo S.
Validated Reviewer
Review Source

"Pure Engage Review"

What do you like best?

The metrics, intelligent routing, IVR and Outbound

What do you dislike?

the way to get some information about outbound metrics.

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

improve ivr retention.

Genesys PureEngage review by User in Renewables & Environment
User in Renewables & Environment
Validated Reviewer
Review Source

"Good product "

What do you like best?

The routing platform is amazing and flexible. We made a big change in 2012 and it is so much better for us

What do you dislike?

WFM is not s flexible as the IVR and routing platforms.

Recommendations to others considering the product

If you want the best routing and IVR system you should consider it.

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

Serving customers in the right channel and as fast as possible. Also making sure that the right agent is connected with the customer

Genesys PureEngage review by Administrator in Financial Services
Administrator in Financial Services
Validated Reviewer
Review Source

"I have been working with Genesys solutions for over 20 years."

What do you like best?

I like the flexibility of the product, the ability to integrate multiple channels and the open APIs that are available.

What do you dislike?

The reporting solution is what we struggle with the most.

Recommendations to others considering the product

Genesys provides great contact center solutions and the can offer great advice to getting the right solution in place for new customers.

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

Intelligent Call routing has allowed us to share calls among groups to offer the best service levels while reserving a limited consultants for their primary customer calls.

Genesys PureEngage review by ERCUMENT OZER E.
ERCUMENT OZER E.
Validated Reviewer
Review Source

"all of call center aplications"

What do you like best?

solutions for our firm and also banking needs

What do you dislike?

some dashboard and reporting problems,,,

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

some reporting isues

Genesys PureEngage review by Administrator
Administrator
Validated Reviewer
Review Source

"Experiencia en crecimiento operativo en Refinancia"

What do you like best?

Las opciones de modulos y diferentes caracteristicas de omnicanalidad que ofrece la plataforma, al igual que el soporte tecnico y la experiencia de usuario ante soporte tecnico

What do you dislike?

el acompañamiento funcional deberia ser mas personalizado.

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

mayor agilidad en temas de marcación predictiva e interoperatividad con nuestros sistemas core de negocio.

Genesys PureEngage review by User
User
Validated Reviewer
Review Source

"Experiencia Genesys"

What do you like best?

buena experiencia en plataforma genesys sobre servicios de inbound y otras soluciones de contacto telefonico y de chat

What do you dislike?

buena experiencia en soluciones de chat y analisis de datos o dimensionamiento de contact center operaciones inbound y outbound

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

En el analisis de datos que permitan elaborar estrategias de negocios

Genesys PureEngage review by Executive Sponsor
Executive Sponsor
Validated Reviewer
Review Source

"Experiencia omnicanal"

What do you like best?

Es una herramienta muy completa e innovadora, asegura que el journey del cliente genere expriencias positivas. Me gusta mucho la investigación y desarrollo que ofrece Genesys.

What do you dislike?

El costo; y la flexibilidad en la implementación.

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

Los relacionados con reporteria y con consulta de data en linea con pulse.

Genesys PureEngage review by Consultant
Consultant
Validated Reviewer
Review Source

"The power of reporting"

What do you like best?

The reporting power on different aspects of the customer, agent and on the call journey.

What do you dislike?

The higher licence cost is a lot. The solution gets competitive with larger agent groups.

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

We still at an early stage of adoption, but have gained a bit of efficiency in operations

Genesys PureEngage review by User
User
Validated Reviewer
Review Source

"La experiencia con Genesys es muy satisfactoria ya que siempre esta centrada en la innovación "

What do you like best?

La innovación y que siempre piensa en la experiencia del cliente sea mas rapida y que se acomode a al cliente no a la empresa

What do you dislike?

En este momento no tenemos ningun inconveniente

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

IVR y Chat de Konecta que es proveedor del contac center

Genesys PureEngage review by Executive Sponsor
Executive Sponsor
Validated Reviewer
Review Source

"Una experiencia positiva"

What do you like best?

La amigabilidad y la velocidadLa de respuesta

What do you dislike?

La flexibilidda de crecimiento que limita la oportunidad para operar en momentos determinados.

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

Servicio de cobranzas.. Entre los beneficios está la fácil integración con el CRM que conlleva a unos tiempos de respuesta óptimos.

Genesys PureEngage review by Internal Consultant
Internal Consultant
Validated Reviewer
Review Source

"Muchas herramientas en una sola"

What do you like best?

Lo que más resalto de este producto/plataforma es que ofrece muchas herramientas interconectadas que nos permitirán llevar la poductividad y la experiencia de cliente a un nivel avanzado

What do you dislike?

Por ahora no he encontrado ninguna desventaja

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

Omnicanalidad y disponibilidad de información inmediata

Genesys PureEngage review by User in Financial Services
User in Financial Services
Validated Reviewer
Verified Current User
Review Source

"Super User"

What do you like best?

Flexible, reliable. Part of industry leaders.

What do you dislike?

Licensing structe complicated and not enough flexible.

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

Efficiency gain, lower risk.

Genesys PureEngage review by Consultant
Consultant
Validated Reviewer
Review Source

"Marketing suggestions"

What do you like best?

The way this woman told me the most prommissing stories what we can do with the Marketing Concept

What do you dislike?

I don't like all the new marketing phrases.

Recommendations to others considering the product

BUY IT!!!

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

It provides me with a one stop shopping model. All thrue one concept.

Genesys PureEngage review by Administrator
Administrator
Validated Reviewer
Review Source

"Complexity and completeness"

What do you like best?

Genesys it's a very complete and omnichannel platform. Easy to mainten and upgrade

What do you dislike?

The Campaign configuration (OCS Version 8.1) is not very user friendly for the Business users.

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

We manage the complaint as well as the customer care

Genesys PureEngage review by Administrator
Administrator
Validated Reviewer
Review Source

"Percepeción de la herramienta"

What do you like best?

Para mi Genesys me parece una herramienta muy completa y amigable para el usuario final

What do you dislike?

a veces los parners por las actualizaciones vuelven la herramienta muy lenta

Recommendations to others considering the product

recomendado

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

la omnicanalidad sobretodo y recuperar parte del control

Genesys PureEngage review by Administrator
Administrator
Validated Reviewer
Review Source

"Great product, 100% best in class"

What do you like best?

Omnichanel routing allows seamless blending of voice and digital channels to enable the most efficient use of our workforce

What do you dislike?

Speed to market of new features is not as quick as it could be

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

Scale and flexibility

Genesys PureEngage review by Administrator
Administrator
Validated Reviewer
Review Source

"Genesys"

What do you like best?

Like the deployment speed and agility, plus the layout of the front end

What do you dislike?

Configuration manager seems a little complex for a system that could already have much of the required user information from active directory

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

Omnichannel

Genesys PureEngage review by Industry Analyst / Tech Writer in Financial Services
Industry Analyst / Tech Writer in Financial Services
Validated Reviewer
Review Source

"Genesys the easiest way to operate "

What do you like best?

I like that you can group many different lines all at once and you can use it to multiple servers

What do you dislike?

That it freezes sometimes in the middle of a call

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

We use it for clover technical support and first data

Genesys PureEngage review by Consultant in Banking
Consultant in Banking
Validated Reviewer
Review Source

"development of strategies and implementation of omni channel platforms"

What do you like best?

How customizable the solution is and how it can be used to deliver so much value.

What do you dislike?

the platform can be unreliable due to how much customization it allows

Recommendations to others considering the product

n.a

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

lower aht and more pleasant cross channel journeys

Genesys PureEngage review by User in Outsourcing/Offshoring
User in Outsourcing/Offshoring
Validated Reviewer
Review Source

"Great Product"

What do you like best?

Great Product, Pure Engage - helps us support our customers with the innovative way.

What do you dislike?

Focus on many different products - lacking a bit commitment to certain developmenents

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

Supporting Customers with easy way to access us

Genesys PureEngage review by Executive Sponsor in Financial Services
Executive Sponsor in Financial Services
Validated Reviewer
Review Source

"Great product"

What do you like best?

The ability to leverage multiple languages and other platforms to enhance our customer experience.

What do you dislike?

The licensing model. It's very confusing and should be simplified.

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

The ability to get the right interaction with the right person.

Genesys PureEngage review by Executive Sponsor in Outsourcing/Offshoring
Executive Sponsor in Outsourcing/Offshoring
Validated Reviewer
Review Source

"Buena experiencia"

What do you like best?

venimos trabajando desde hace 2 años con la plataforma genesys y los resultados han sido satsfactorios

What do you dislike?

la dificultad con el partner en temas de soporte y la curva de aprendizaje

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

omnicanalidad

Genesys PureEngage review by Administrator
Administrator
Validated Reviewer
Review Source

"New implementation"

What do you like best?

Customizable to meet the needs of our clients

What do you dislike?

Too time consuming and too much specialized training required

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

Email delivery and agent productivity. Increased productivity by 2% in our beta group

Genesys PureEngage review by Industry Analyst / Tech Writer
Industry Analyst / Tech Writer
Validated Reviewer
Review Source

"my experiance"

What do you like best?

The platform offers many options to meet many needs across differentmedia types

What do you dislike?

while the platform offers many options ofetn the licnesing model makes leverage these porhibitively expensive

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

multi site agents

Genesys PureEngage review by Internal Consultant
Internal Consultant
Validated Reviewer
Review Source

"Great Infrastucture"

What do you like best?

Makes our operation more efficient and makes us happy

What do you dislike?

We have to work with partner for implementing the product that dissapointed us during implemantation

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

We implement barnch integration

Genesys PureEngage review by Executive Sponsor in Insurance
Executive Sponsor in Insurance
Validated Reviewer
Review Source

"Innovative and a true partner"

What do you like best?

Innovation and Omnichannel. Altacoulds and other genesys pure engage products.

What do you dislike?

The solution sometimes are very costly, the licensing structure is very complex

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

Omnichannel and Journey analytics

Genesys PureEngage review by User in Supermarkets
User in Supermarkets
Validated Reviewer
Review Source

"Genesys"

What do you like best?

It connects me quickly and conveniently when needed

What do you dislike?

Sometimes the phones don’t connect as quickly as I would hope

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

The business problems have been issues with bonus cards

Genesys PureEngage review by Administrator in Financial Services
Administrator in Financial Services
Validated Reviewer
Review Source

"Genesys"

What do you like best?

I like the WFM the most in the pure engage platform

What do you dislike?

At the moment nothing really too new

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

consolidate all our services in one platform

Genesys PureEngage review by Executive Sponsor
Executive Sponsor
Validated Reviewer
Review Source

"VP Contact Centers"

What do you like best?

Variety of solutions, always innovating

What do you dislike?

The products and solutions change names so often, it is hard to keep track.

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

Call management, agent scheduling, outbound

Genesys PureEngage review by User
User
Validated Reviewer
Review Source

"Genesys PureEngagement"

What do you like best?

Seamless integration with live chat, and customer exp

What do you dislike?

There isn't much to dislike, it's a good platform

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

Omnichannel and workforce integration with one platform

Genesys PureEngage review by Administrator in Computer Software
Administrator in Computer Software
Validated Reviewer
Review Source

"Tool built into sfdc"

What do you like best?

Easily integrates phone communications into Salesforce case work.

What do you dislike?

Not the most stable. Problems when multiple instances open in separate windows, living in from ooo contact, etc.

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

Integration of phone service into case work.

Genesys PureEngage review by Executive Sponsor
Executive Sponsor
Validated Reviewer
Review Source

"Reps assistance"

What do you like best?

the tool is very simple and easy to use,

What do you dislike?

in recent use its remaining the chat to communicate internally

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

Efficiency and productivity

Learn more about Genesys PureEngage

Genesys PureEngage Videos

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.