Genesys PureEngage Reviews in May 2025: User Ratings, Pros & Cons

The best integration you can ever dream of

What do you like best? - Confortable integration with other systems. This is important for the bank, as we work with different programs. Conveniently, the client card is automatically pulled up with full information from our software. Our employees no longer spend time searching for customer information outside. - Genesys PureEngage saves customer ‘s time. We do not ask unnecessary questions, as before, when we used other solutions. We immediately see which version of our ...

Amazing Experience in Genesys PureEngage

What do you like best? Genesys PureEngage is an amazing contact center platform. I have worked on many PureEngage components including routing (IRD, CME, GA, GAX, Composer etc.), IWS, WDE, real time (CCPulse, Pulse), historical reporting (GIM/ICON) and my personal favorite WFM. All these components are easy to understand, user friendly and upto the mark to fulfill contact center requirements. What do you dislike? I haven't felt anything downside till now. I am enjoying working on ...

Creating Customer Connections

What do you like best? Genesys solutions and products provide us great innovation. Also I like the quality of the service I get from Genesys. What do you dislike? There's not really too much points I can mention that I dislike. Recommendations to others considering the product: It's the best and most innovative solution, best of bread at CC and CX space. Would definitely recommend. What problems are you solving with the product? What benefits have you realized? Customer ...

Sound and Scalable Platform

What do you like best? High up-time rates, flexible and modern applications and great local support. What do you dislike? Running costs should be more reasonable inline with market conditions. Recommendations to others considering the product: Share 3 years roadmap in advance for better implementation. What problems are you solving with the product? What benefits have you realized? Time to service our customers, better engagement levels and multichannel availability.

Best Contact Center Solution

What do you like best? Reporting features provide the full view of what's going on. What do you dislike? I don't have any points that I can mention. Recommendations to others considering the product: I'd recommend Genesys as the contact center solution for its robustness and capability What problems are you solving with the product? What benefits have you realized? We have multiple systems that we need to consolidate. Genesys provides a single system for all customer ...

The Omnichannel Experience

What do you like best? With the help of Genesys PureEngage products life at Bank became so easy. It helps us to engage with customers in a more effective way. What do you dislike? Struggling lot due to non availability of Instagram Social Media and we forced to go for 3rd party integration Recommendations to others considering the product: Strongly recommending. What problems are you solving with the product? What benefits have you realized? With the Social media products ...

The Digital Experience

What do you like best? Innovative solutions those enable digital transformation in an easy way. What do you dislike? Licensing model is not fitting to all needs of different enterprises. GMS (used for chatbot) is licensed based only on # of sessions - should be more flexible. Recommendations to others considering the product: If you are looking for software based contact center solution, I'd recommend Genesys PureEngage. What problems are you solving with the product? What ...

Delivering Pure CX to our customers

What do you like best? With Genesys PureEngage you can deliver the proper interaction flavor to customers in terms of omnichannel conversations and ensuring that they benefit from handmade cookies of this highy scalable and highly flexible product. What do you dislike? Sizing part can be a pain, infrastructure requirements can be a hassle sometime :) Recommendations to others considering the product: Any company that will need a great deal of integration and wants to provide ...

Powerful System for Contact Centers

What do you like best? It provides very easy tools for the end users. Especially monitoring and reporting tools are very powerful. What do you dislike? Speech mining application needs some enhancement for reporting and search. Recommendations to others considering the product: Any company has outbound and social channels, and need easy management tools, I strongly recommend them to try Genesys. What problems are you solving with the product? What benefits have you realized? ...

My Comments on Genesys

What do you like best? Flexibility, clear road map, rich functions and features set. What do you dislike? Pricing and licencing module for messaging. Recommendations to others considering the product: Have your requirements set in a clear way, define your reporting requirements. What problems are you solving with the product? What benefits have you realized? Customeer engagement, crosssell and upsell. Our benefits include managing the cost of interaction, decreasing cost, ...