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

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 ...

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 ...

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 ...

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.

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 ...

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

Integration and installation system Genesys

What do you like best? Configuration systems when started clear systems What do you dislike? when documentation is not complete , and have with it problems Recommendations to others considering the product: yes What problems are you solving with the product? What benefits have you realized? konowlage

The only solution for large CCs

What do you like best? Genesys is the only solution that catters to all needs of mid to large sized call centers. It provides great routing and reporting, can be quite easily be integrated with the back office systems ... What do you dislike? Some products are brought to market a bit sooner than they should Recommendations to others considering the product: if you need a robust reliable solution for CC, Genesys is the way to go What problems are you solving with the product? ...