Genesys PureEngage Reviews in June 2026: User Ratings, Pros & Cons

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

Full Call center Experience

What do you like best? Genesys is a full suite of simples but powerfull products. The optimization that we are able to do in our call centers allows us to save a lot in financial perspective but without bleach the customer experience. What do you dislike? Well... Today Genesys products don't have a conductive line. Let's take as example Configuration Manager, Genesys Administrator, GAx, Pulse... and so on, all of them are have similar functionalities but non of them allow to replace ...

Very good product for a very excellent experience

What do you like best? Availability of a lot of functions to configure the systems that can be used also by business users, and not only by IT. I like very much the idea to start a collaboration with Google. What do you dislike? The architecture is quite complex and not easy to be managed. Last evolutions (especially if I think about PureCloud) seems to manage better this issue. What problems are you solving with the product? What benefits have you realized? We provide an unified ...

Make by work easy

What do you like best? Sinne we got Genesys in our enviroment has my work been very easy. What do you dislike? License cost to high. I hope you do someting about the price. What problems are you solving with the product? What benefits have you realized? Easy to implement and many help från Genesys workers.

An excellent and customizable suite of products for a complete contact center

What do you like best? Genesys PureEngage provides the customer with unlimited customization options to suit any contact center using 1 or all available channels, both voice and digital. What do you dislike? With great power comes great responsibility. So the limitless customization and configuration of PureEngage means that a lot of thought should go into planning before actual deployment. What problems are you solving with the product? What benefits have you realized? As a ...

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 ...

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) ...

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

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