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

WFM

What do you like best? user friendly solution , whitch provider us the opportunide to configure the solution for award business line, to opteime the goal over effetivenence and efficiency What do you dislike? i don't see nothing to be considerade us dislike. What problems are you solving with the product? What benefits have you realized? we could reveuse the large amount of the tool , used the before on single wfm. the otimization in provided by the wfm solutione gave us the ...

stable product

What do you like best? Product is very stable and reliable therefore I recomend it What do you dislike? There is norhing secific I will mention to dislike the product Recommendations to others considering the product: Very stable product What problems are you solving with the product? What benefits have you realized? -

Wir sind seit 20 Jahren sehr zufriedener Genesys-Kunde

What do you like best? Genesys laeuft extrem, stabil, verlaesslich und ist funktional wohl kaum zu schlagen und immer an vorderster Front in Sachen Innovation und Weiterentwicklung dabei. DIe internen Mitarbeitenden, die zum einen das Szstem bedienen und zum anderen betreuen und customizen sind sehr zufrieden - unsere Zufriedenheit ist jedoch letztlich auch ein Verdienst unseres Integrators ntt data AG resp. den betreffenden Mitarbeitenden. What do you dislike? Genesys hat sehr (zu) ...

Enabling Africa

What do you like best? The speed of deployment, ease of functionality. the ability to change on the fly..the reporting functionality. The great features which satisfy requirements across a continent. What do you dislike? The Module approach should be integrated ....Like the new Purecloud approach What problems are you solving with the product? What benefits have you realized? Made it far easier to planned budget

combining different channels

What do you like best? the application is a good instrument to combine for all our activities and different channels What do you dislike? Changes in activities are not always easy to change quick. What problems are you solving with the product? What benefits have you realized? how to manage different activities

Relaible,good functionality system

What do you like best? Genesys pure engage works well forus as an on premise solution. Its stable and has functionality which has allowed us to deliver a number of improvements in Cx and efficiency What do you dislike? Its on prem so harder to update than cloud What problems are you solving with the product? What benefits have you realized? FTE savings through Id and V and the agent desktop

Genesys as a solution is intuitive with a significant mount of knowledgeable support

What do you like best? The Genesys staff - the no nonsense approach with nothing being too much trouble What do you dislike? Partner relationship PS charges for version updates - looking to move to Pure Cloud What problems are you solving with the product? What benefits have you realized? Realised FTE efficiencies with blended email and I.D&V

PureEngage - A powerful platform with a lot of capabilities

What do you like best? I like how configurable it is. We have integrated our own CRM-systems into Workspace so that agents are able to see a "360 degree" view of our customers. What do you dislike? I would like more pre-made dashboards (although the reason I am not currently using those - if they exist, probably is that we have a lot of "home made" customization of our PureEngage platform). Recommendations to others considering the product: It is a powerful platform which is ...

New routing strategies

What do you like best? Easiness to implement new routing strategies What do you dislike? Price is a little bit high for now, it will be better to reduce it to have a better payback period What problems are you solving with the product? What benefits have you realized? Rapid deployment of new routing strategies

Contact management

What do you like best? The possibility to have the queues and routing in one place help out to plan the coworkers and the daily operation. You are able to contact the customer using different contact methods and the customer can use different contact methods as well. Send answers using template, get feedback and so on. What do you dislike? We are in need of a good knowledge tool that can be used by both the coworkers and the customers. The one that exist today dont cover all our needs ...