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

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 ...

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

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 ...

Many options, lack of best practice overview

What do you like best? We are using Purecloud as our communication tool and the functionalities seem to serve our needs. I enjoy the advancement options and potential of growth. What do you dislike? The overwhelming amount of options is causing confusion of backlog prioritization and it is hard to decide which way to go. What problems are you solving with the product? What benefits have you realized? We have finally technical opportunities to move towards omni channel experience ...

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

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

Perfect produck for contact centers

What do you like best? Most helpful think is that is simple product, what to learn and later you can use is as you want. It jave so many options and possibilities What do you dislike? I think there isnt any think what i dislike. What problems are you solving with the product? What benefits have you realized? Benefits are clean product sith no issues shen everythink is set up corectly

Breaching the automation limitation

What do you like best? Our ability to easily integrate our custom built CRM to the agent desktop platform has contributed in significant time saving for agents. What do you dislike? At our organisation size, the footprint of Genesys is extensive Recommendations to others considering the product: Ensure you understand the technology footprint What problems are you solving with the product? What benefits have you realized? Tracking of customer engagement is key in our ...

Everything is possible

What do you like best? In my line of business I love the possibilities the system give me. I still haven't found a problem that cannot be solved with Genesys WFM. All regulatory laws are compliant What do you dislike? Every now and then WFM solves issues in ways that you didn't anticipate and it can be time consuming to find out why, and especially when technical Genesys help is required Recommendations to others considering the product: Learn the product from the best and use ...

Great way to service customers

What do you like best? I feel these products are easy for the end user to use once configured giving a contact centre all their interactions in one place What do you dislike? I feel products like pulse/ccpulse need enhancing What problems are you solving with the product? What benefits have you realized? The ability to offer multi channels in a single solution