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

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 ...

Excellent functionality

What do you like best? Its configurability, it is excellent. We use all the features in different ways for different customers.. What do you dislike? documentation on key features is not always sufficient What problems are you solving with the product? What benefits have you realized? we deliver omni channel solutions for customers, so deal with a wide verity of complex issues.

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

PureEngage

What do you like best? PureEngage provides us a large number of necessary configurations and connection to other bank systems. We can develope many business functions. What do you dislike? Changes and implementation actions take longer time. We have to do a lot of analysis when we want to make same smaller changes. What problems are you solving with the product? What benefits have you realized? problems: nothing important benefit: Authentication callback from e-banking and ...

Pure Engage for Messaging in our Customer Contact Center

What do you like best? With Workspace Desktop Edition we have build very good Solution, where we can integrate new communication channels like Whatsapp and Apple Business Chat. What do you dislike? Our Agents like the WDE - when we ask them what could be improved they sometimes tell us that they want to have more icons for messaging - but thats something we can do by configuration. What problems are you solving with the product? What benefits have you realized? We are able to ...

Flexible but expensive

What do you like best? We can do almost anything With Genesys PureEngage What do you dislike? The Licenses are expensive and the licensing model is hard to understand What problems are you solving with the product? What benefits have you realized? We route 25000-30000 interactions to ca 1000 agents each dag

The best you can have but...

What do you like best? Practically you have endless possibilities to customize it. You can achieve almost your business goals What do you dislike? Unfortunately the premise versione requires a lot of effort to have all the components up to date What problems are you solving with the product? What benefits have you realized? We increased NPS, the employees that use Genesys are satisfied

Complete contact center solution

What do you like best? Genesys PureEngage is a flexible solution and support very variating popular softwares. Integrates with mostly every software we or our customers used. What do you dislike? Definiately Genesys customer support web site. I cant find solution for my problem usually in knowledge search. Knowledge search is useless with this way. Also download product part of web site is very complicated. I cant find what i look easily. Even i cant find it all sometimes. Also license ...

I like Genesys quality, flexibility, a lot of possibilities to make our own additional development.

What do you like best? IVR routing. Flexibility using various integration and customization methods. Outbound solution. What do you dislike? WFM - Workforce manager is the week point of Genesys from my point of view. What problems are you solving with the product? What benefits have you realized? Whole bank Contact Center solution works on Genesys platform: IVR, routing, chat, emails, webcallback, outbound.

Review

What do you like best? Modern technology, a lot of possibilities What do you dislike? I would say that price sometime is too high What problems are you solving with the product? What benefits have you realized? We can solve basically all the problems and requests from our Business side