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

Full customized

What do you like best? The APIs allow to customize the entired platform and allow to integrate with an others platforms. What do you dislike? Arquitechture. when we need to design is very complex Recommendations to others considering the product: Its hightly recommended because there is no other platform like this. What problems are you solving with the product? What benefits have you realized? With the APIs we could solve the integrstion to the custumer's system

Product Reliabiiity

What do you like best? The Application is highy configurable and flexible What do you dislike? Infrastructure complexity outweighs the some advantages Recommendations to others considering the product: Consider infra cost What problems are you solving with the product? What benefits have you realized? Enhanced Customer Routing

Genesys Pure Engage

What do you like best? Access to the SDK and API's for integration What do you dislike? Not much partner support. We would like to partner with Genesys in understanding all the solutions available within all platforms, What problems are you solving with the product? What benefits have you realized? Automating intraday operations for call centers to reduce costs.

Director

What do you like best? We implemented Genesys Outbound with customized sms/email integration and we liked the OCS and Interactions What do you dislike? OCS do not having Active Active capabilities Recommendations to others considering the product: Great product, great service What problems are you solving with the product? What benefits have you realized? Benefits are Inbound Routing, Reporting and WFM Problem solvings are associated with Genesys outbound - Active/Active ...

Great Contact Centre Product Suite

What do you like best? I like the Genesys PureEngage's powerful feattures in any medium to large scale contact centres which help businesses like TELUS to provide leading edge customer experience to our valued clients. What do you dislike? What I heard from my team is that there is an opportunity to improve the call recording capability of PureEngage. What problems are you solving with the product? What benefits have you realized? TELUS has about 90% of the Genesys PureEngage ...

Xperience 19

What do you like best? We can make it do most anything we want! What do you dislike? There can be many failure points within an implementation. What problems are you solving with the product? What benefits have you realized? Agent Efficiency, streamline technologies

Genesys Simplified

What do you like best? I really like the synergy between channels. The concept of building once and deploying multiple times is incredibly innovative. I've worked with other call center solutions and the R&D that can be attributed to the multiple new features constantly rolling onto the platform is a game changer. What do you dislike? It's a big environment which means resources and options to influence are less than in previous solutions. There's also some challenges as there are a ...

Enjoying the analytics and flexibility

What do you like best? The ablility to work with the Genesys team and customize to our needs, the system seems very open and flexible. Also like the Analytics that Designer includes, very detailed What do you dislike? Have had a hard time navigating best ways to receive training for PEC - seems to be largely knowledge article or custom instructor lead What problems are you solving with the product? What benefits have you realized? Had contact centers on disparate ACDs and limited ...

Good product suite, good people

What do you like best? Genesys has a vast suite of products to deploy in a multitude of scenarios. I appreciate that they will integrate with other partner solutions or home grown applications as well as being a complete solution if needed. What do you dislike? Integrations between platforms or products can be a challenge - preparation is the key What problems are you solving with the product? What benefits have you realized? Routing, chat, async. The Outbound implementation in ...

Reliable and open

What do you like best? Genesys has evolved over time to be one of the most reliable and stable customer experience platform over the years. At the same time the platform offers a lot of personal customization possibilities with configuration of your own personal flavor of the solution, and even develop own software on top of the baseline, or create something completely new through the digital APIs and sdks offered by them What do you dislike? Nothing to dislike actually, but at times ...