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

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

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

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 ...

Informative and inspiring

What do you like best? The speakers have been really good and I found inspiring to listen to. I found I have learned about what can be done as we move to a AI experience. I was happy that some session were repeated so I can make sure I can attend the topics I was interested in. I did like the demos also and ability to have private sessions. For example I had a meeting with Cyara. What do you dislike? It was a challenge to rush from one session to another. Recommendations to others ...

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 ...

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

Great customer support

What do you like best? Customer support is fast and very helpful. What do you dislike? Disparity between real-time and historical reporting What problems are you solving with the product? What benefits have you realized? Omnichannel support

PureEngage Partnership

What do you like best? Our company has been a long time user of PureEngage - the technology is a solid part of our enviroment. What do you dislike? The historic support in this space has been spotty - leading to some dicey decisions in our longer term strategy. What problems are you solving with the product? What benefits have you realized? Routing use cases to our agents