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

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? ...

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

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.

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 ...

Have been using Genesys autodialer for many years in financial (banking) services.

What do you like best? Pacing Performance Monitoring tools Multi campaign capability What do you dislike? Administration tools might be more user friendly. Recommendations to others considering the product: . What problems are you solving with the product? What benefits have you realized? Whole outbound operations including Telemarketing, Customer Retention and Collections

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

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

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 ...

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 ...