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

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

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 ...

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

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

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 ...

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 ...

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.