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

Workspace

What do you like best? Workspace enables us to be able to customise and make it how we want it. What do you dislike? Nothing yet, so far so good. Very happy with the platform What problems are you solving with the product? What benefits have you realized? Enabling both voice and email in 1 application

Genesys is awesome

What do you like best? There is always a way of doing exactly what you want to with genesys product, workspace is a really cool slick looking product What do you dislike? Nothing that can found yet, genesys is awesome What problems are you solving with the product? What benefits have you realized? Routing issues, making calls and emails go to the right place

Genesys Pure Engage Excelente quality of Product with the best Support

What do you like best? Genesys is very stable and it has a very good quality of support , and the omnichannel technology enables working with voice , SMS , E-mail , facebook , twitter , whatsapp . all in one app. It is Easy to learn and to work What do you dislike? The organization of the information in docs.Genesys is not very clear , its good idea to have more manuals from the differents products more at hand so we can always consult it in case of doubt.Also to learn more about the ...

The most complex solution for contact center, with broad variety of possible communication channels

What do you like best? The complexity and universality of the whole solution is great for every kind of company. Also the modern ways of communication, as for the example social networks are supported. On top there is great way to administrate the solution and very detail reporting for the business side. What do you dislike? Because of the complexity of the system, it can sometimes be sometimes hard to find the problem that you are dealilng with or to find even the correct part of the ...

Very Responsive Customer Supprort

What do you like best? On the rare occasion when I have a production problem,and need to open a case with Customer Care, the responsiveness is excellent. The help I get is always exactly on-point, too. What do you dislike? Sometimes there is a small disagreement about the type and quantity of logs that need to be captured to help work my case. Recommendations to others considering the product: If you're embarking on a brand-new installation, consider the cloud version instead of ...

This is my first genesys conference. Lots of great information given

What do you like best? i have enjoyed meeting all the vendors and interacting with other customers on their experiences of products that use and what we use What do you dislike? nothing would enjoy a few more days added on to the conference What problems are you solving with the product? What benefits have you realized? IA chat

Analyst

What do you like best? O Genesys é uma solução completa que possibilita várias combinações de configurações. Rica documentação e alto nível de análise. o Nível técnico alto traz segurança para a operação, nunca tivemos problemas com o suporte e sempre fomos bem atendidos What do you dislike? Justamente por possuir inumeras configurações, algumas delas são de certa forma travadas e não possibilitam muitas alternativas. Recommendations to others considering the product: Plataforma ...

PureEngage a product with potential

What do you like best? The flexibility of the product is such that I can make it fit the business needs of all of my customers What do you dislike? That Genesys has a habit of releasing products before they are fully vetted. What problems are you solving with the product? What benefits have you realized? Providing AI driving routing and business intelligence to help our customers

Review for You

What do you like best? Adaptability of the platform. It allows expansion and meets various business needs What do you dislike? There is nothing I know that I dislike at this time What problems are you solving with the product? What benefits have you realized? Various problems across multiple platforms. THere is alot of ability for this to potentially scale and change the way we do business. It is dependent on the local business area

PureEngage Review

What do you like best? Easy to use - easy to configure. We are big Pulse users, which allows us to very easily see how we're performing from a real time perspective. What do you dislike? Somewhat fragmented but this may be a symptom of previous releases connecting as one What problems are you solving with the product? What benefits have you realized? Driving ASA efficiency using OMNI routing and expansion timers to reduce idle time and lower ASA