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

You can do a lot but with a big price

What do you like best? The customization possibilities The Robustness of the platform What do you dislike? The complexity The time to market to implement something new Recommendations to others considering the product: Go directly to the Cloud :) What problems are you solving with the product? What benefits have you realized? AHT First Call Resolution

Stable platform - now it is time for cloud

What do you like best? It does what it has to do - run stable and deliver. What do you dislike? Genesys as a company is quite difficult to work with and not very active in providing guidance. Also connecting to the platform from other channels is cumbersome. Recommendations to others considering the product: Look for cloud - it is the future - on-prem is costly and requires a lot of investment to keep up to date What problems are you solving with the product? What benefits have ...

I have used this solution in our workplace for 2 years

What do you like best? I like the best that it's so stable solution and there are so many possibilities. What do you dislike? I like more real application, not web applications. So i would say i dislike that everything moves to web. What problems are you solving with the product? What benefits have you realized? All problems. Solution is stable.

customer perspective

What do you like best? It'a user friendly application, it support our customer service to deliver a first class service to our client, it's fully integrate in our process and application portfolio What do you dislike? it colud be cheeper, more flexible, easier portable. I hope migratuon to cloud will be easy and affordable. Recommendations to others considering the product: its a good product What problems are you solving with the product? What benefits have you realized? ...

Solución perfecta para cualquier centro de atención al cliente

What do you like best? El rounting y el reporting nos permite tener una solución que optimiza nuestros recursos, dando el mejor servicio posible. What do you dislike? No siempre los partners dan la solución correcta. La falta de técnicos formados dificulta en muchos casos el mantenimiento What problems are you solving with the product? What benefits have you realized? Realizamos un cambio de una centralita obsoleta. Ahora disponemos de una gran herramienta con una gran información ...

cobranza efectiva

What do you like best? la facilidad de crear diferentes campanas para poder hacer estrategias de negocios en los cobros y poder generar mejor contacto, tambien poder direccionar a los agentes basados en la expiriencia What do you dislike? hemos tenido dificultades al integrar nuestro CRM con los tratamientos de llamadas y el Call Back Recommendations to others considering the product: tener una capacitacion muy detallada para usarlo a su maximo potencial What problems are you ...

Capacidad y seguridad al manejar las interacciones

What do you like best? Flexibilidad y capacidad omnicanal para la atención de clientes de contact center. What do you dislike? Necesidad de dimensionar licencias y control de las mismas poco flexible What problems are you solving with the product? What benefits have you realized? Capacidad de atención omnicanal en voz y chat permitiendo a lso agentes trabajar en un mismo proveedor

Review PureEngage

What do you like best? Flexibility and scalability is perfect. Also I like the support What do you dislike? actually nothing. But it needs a lot of knowledge tobuild and implement What problems are you solving with the product? What benefits have you realized? FLexible way of implementing callcenter functionality in our environment

A better integration

What do you like best? Powerful capabilities, integration, Indipendency from the system integrator What do you dislike? Complexity, pricing model, maintenance increase year to year What problems are you solving with the product? What benefits have you realized? Customer engagement, reporting of the services

ready for the best cx

What do you like best? the large numbers of opportunity to design the cx we want What do you dislike? sometimes it would be better to find a way to "try" products before buy Recommendations to others considering the product: Genesys PureEngage is really a complete solution that enable to desing the best cx for customers What problems are you solving with the product? What benefits have you realized? we are going to a strong personalisatio and one to one conversation between ...