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Genesys PureEngage

Genesys PureEngage

4.2
(102)
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Genesys PureEngage is designed to enable omnichannel customer engagement for global businesses to deliver competitively superior experiences.

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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.

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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.

What Contact Center Infrastructure solution do you use?

Thanks for letting us know!
Genesys PureEngage review by Jean-Pierre S.
Jean-Pierre S.
Validated Reviewer
Review Source

"My Genesys PureEngage Review"

What do you like best?

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

What do you dislike?

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

Recommendations to others considering the product

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

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

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

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

Making possible and easier to improve the whole customer experience.

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
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

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

What do you like best?

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

What do you dislike?

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

Recommendations to others considering the product

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

What 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 atenciĂłn 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 Internal Consultant in Internet
Internal Consultant in Internet
Validated Reviewer
Review Source

"Genesys PureEngage"

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 resources with low skills to support PureEngage Plataform. We always spend more time than necessary to apply new features.

The licenses and support are expensive and increases year by year and if you need a high-quality support you'll need to pay more.

Recommendations to others considering the product

If you are thinking to choose Genesys platform as your solution, you need to pay attention in costs and the quality of Genesys partner. The platform is very robust and reliable but it is expensive and there aren't enought qualify resources in their partners.

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

"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 HĂĽseyin Y.
HĂĽseyin 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 Serdar K.
Serdar K.
Validated Reviewer
Review Source

"Easy To Integrate - Genesys PureEngage"

What do you like best?

Easy to use and integrate to our callcenter.

What do you dislike?

Realtime reporting isn't efficient to use and hence it could be improved. Other than that license usage can't be seen. Like how many agents are utilized.

Recommendations to others considering the product

Check your operations and decide how many agents you need, what operatiosna re you using most. Therefore, you can check and arrange license Inbound, Outbound and non-voice media channel right away. Sometimes, you purchased and didn't use it operational which causes more cost

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

IVR engaged and would be beneficial for us. Also Genesys routing is efficient.

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 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 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 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 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 Erin R.
Erin R.
Validated Reviewer
Verified Current User
Review Source

"Lots of functionality for way less than on-prem"

What do you like best?

The flexibility and ability to add on additional features without much fuss.

What do you dislike?

Everything being so dependent on network and internet connection

Recommendations to others considering the product

Just do it.

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

Customer journey mapping, seamless experience

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, asĂ­ 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 Administrator
Administrator
Validated Reviewer
Review Source

"Very good product, poor support."

What do you like best?

Reporting!. I think it's the best reporting in Contact Center. You can have all information and this is now for us very important.

What do you dislike?

Support. It is mandatory to hire partners that do not usually provide a good service. They also delay incidence because opening cases with Genesys penalizes them. The staff is insufficiently trained usually

Recommendations to others considering the product

Improve the support

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

We had an ACD out of support, so we needed to change it. We have improved the times and we also have a lot of information that we did not have before.

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 Administrator
Administrator
Validated Reviewer
Review Source

"PureEngaget the future omnichannel customer engagement platform"

What do you like best?

Only PureEngage unifies all voice and digital channels, self-service,

inbound and outbound interactions, and work items, to provide rich

contextual insights at each moment within a customer journey.

What do you dislike?

nothing for now. no dislike but i fell they can improve better

Recommendations to others considering the product

This is the only true omnichannel customer engagement platform for delivering superior and to increase the overall KPI and service delivery

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

operations with real-time decision-making, and generate more

revenue through proactive customer engagement

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