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

Engage

What do you like best? User friendly and easy to learn. Adjustments to user and admin are fast. What do you dislike? Some of the reporting does not export well into excel What problems are you solving with the product? What benefits have you realized? In the wfm tool getting the system to optimize schedule is little difficult.

Increased Intelligence

What do you like best? Making real-time decisions from millions of rules, configurations & calculations. What do you dislike? So many variables make the environment too complex. What problems are you solving with the product? What benefits have you realized? Predictive routing to the best destination.

Genesys Pure Engage Platform onmini channel support, scalability and redundancy

What do you like best? We are in-premise customer using all the media channels voice, Chat, email and IWD. Genesys pure engage platform provides common framework to expand our channels and also provides more scalability and resiliency. What do you dislike? Self healing is not supported in major core components. For example any network issues can cause few components such as statserver goes out of service makes our entire contact center to go down. What problems are you solving with ...

Engage with engage

What do you like best? I like how the systems can be manipulated and adjusted as necessary What do you dislike? Some reports don't explain the calculations so it can be hard to validate What problems are you solving with the product? What benefits have you realized? Consistency in reporting

Powerful with some challenges

What do you like best? Ability to use data to deliver interactions to the right agents. Skills based routing and ability to control routing business rules with a interface such as the Genesys rules authoring tool What do you dislike? Maintenance and deliver time can be a big challenge. What problems are you solving with the product? What benefits have you realized? Devliering great customer experinces for TELUS client in an omnichannel environment. Drive sales and save customers. ...

Great reporting and analytics

What do you like best? The ease of the out of the out of the box reports and the ability to personalize them What do you dislike? Not fully understanding how the shared apps affect downstream apps What problems are you solving with the product? What benefits have you realized? One stop reporting for two separate call center companies

I look forward to attending the Genesys. One of the best vendor conferences I have attended.

What do you like best? All of the different product options. We currently using AI bots for chat and will be moving to voice chat What do you dislike? Conference too short. not enough time to spend with the various partners What problems are you solving with the product? What benefits have you realized? ai chat, bots

The possibilities are endless

What do you like best? You can do anything you want with this platform; it's incredibly powerful and flexible What do you dislike? Finding talent to program/support/develop can be challenging What problems are you solving with the product? What benefits have you realized? Centralized call center across multiple locations, skills-based routing, high availability

Overall very good product

What do you like best? The ability to have agents answer in multiple channels What do you dislike? lack of ability to have email threading. In a B2B environment, it is important to have a thread of conversation. What problems are you solving with the product? What benefits have you realized? Our biggest benefit was the ability to have email pushed to the agents. We came from a pull system and our asa is now much improved.

Purecloud session overview

What do you like best? I found a lot of value out of 10 things you didn't know about PureEngage. Provided lots of new insights in how to fulfill real time operations. What do you dislike? Sometimes a more clear understanding of 3rd party applications that are required for updated views/data presented. What problems are you solving with the product? What benefits have you realized? OMNI channel reporting - throughout conference have been able to source out new platforms and ways of ...