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

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.

Best exp with Engage

What do you like best? Cost effective, Good CX experience. Proactive chat and proactive call backs and other digital platform solutions helps to get new revenue to customer What do you dislike? Especially Voice recording is a concern...v have lot of unsolved issues so it require more attention What problems are you solving with the product? What benefits have you realized? Genesys CC for good expertise n thier solution on prob is faster n good.

Experience of omnichannel solution

What do you like best? Multiple channel communication and flexibility to integrate What do you dislike? Support from vendors is insufficient and the response is very slow What problems are you solving with the product? What benefits have you realized? Improved customer experience

Intutive and easy to use

What do you like best? It's simple to configure and use. It has improved my agents TAT and engagement and we've seen a marked improvement in our customers experience dealing with us. What do you dislike? Haven't found a reason to dislike it yet Recommendations to others considering the product: To seriously consider it if you're looking to transform your engagement with your customers What problems are you solving with the product? What benefits have you realized? Able to ...

Customer service and solution global engagement

What do you like best? Omni channel, multi skillset, proactive chat / callback and lit hell of capabilities of highly customisable product. What do you dislike? May be the little more connect with legacy apps without any development. Efforts at all :) What problems are you solving with the product? What benefits have you realized? Sales, customer proactive engagement.

Great features

What do you like best? Ability to expand with short notice and fast turn around to market What do you dislike? Too costly when I need to increase to change the agent roles Recommendations to others considering the product: NIL What problems are you solving with the product? What benefits have you realized? Digital

My past 6 years experience working on Genesys

What do you like best? *Genesys is flexible with most of third parties softwares *Numerous features in every genesys modules helps to fulfill the customers requirements *Good initiative to launch customer feedback for every case *Supportive customer care support team What do you dislike? *Very frequent hot fixes releases impacting business operations because of upgrade window. improving QA can help to avoid frequent releases. *As itself stated in Genesys documents to use ...

Genesys Pure Engage Cloud

What do you like best? Everything is in one place (i.e. chat, email, and telephony). What do you dislike? There doesn't seem to be a standard on how cases are responded to. It could be via email, a notification from the case, etc. Sometimes it is hard to keep up. What problems are you solving with the product? What benefits have you realized? Our company's speed to answer has dramatically increased, as well as our productivity overall.

amazing omnichannel experience

What do you like best? Easily integrate with other systems with an easy-to-configure, easy-to-use interface and the best, anywhere, anytime access. We had a 20% increase in customer satisfaction after implementation, so we are expanding the use of the tool. I highly recommend the tool What do you dislike? So far I have nothing to complain about. Recommendations to others considering the product: Use with salesforce. What problems are you solving with the product? What ...

Genesys is streaks ahead

What do you like best? The functionality and options give us the ability to evolve our business every day What do you dislike? It takes a fair amount to learn and fully understand, and the right delivery partner is crucial to success otherwise they will just be an obstacle Recommendations to others considering the product: Put all your effort into getting the right service and support partnership... Then genesys will work What problems are you solving with the product? What ...