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

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

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 ...

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

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

Xperience 19 customer review

What do you like best? With a large contact center environment having the ability to staff any agent in any location at any site to any skill is a huge advantage. Business tools are easily utilized. The ability to continue to optimize and add new technologies gives Genesys an industry advantage,. What do you dislike? Too many versions, updates....can't use X new feature until on 8.3.4.5.2... ;) Company needs to do a better job explaining what is a GA product vs what is under ...

We chose Genesys to transition multiple disparate service onto a common solution.

What do you like best? Being able to provide ubiquitous solutions acrosst he organization regardless of location, and consistent development of CX solutions. What do you dislike? We have found server management and patching a challenge within the organization. Also the quality and timeliness of product documentation and release notes (what has changed) has been difficult to manage around. What problems are you solving with the product? What benefits have you realized? ...

Great experience and flexibility in deployment

What do you like best? Its easy to deploy and ground start to production in the very short period of time What do you dislike? If a customer has a very customized premise setup it is not easy to migrate to cloud What problems are you solving with the product? What benefits have you realized? New features and functionality - AI And Bots are easy to setup

Genesys fir Best Customer Experience

What do you like best? Genesys offers very intuitive applications and customer support.' Applications are easy to manage integrate scale and support. What do you dislike? some components like OCS is not Active Active yet. I would like Genesys product to work towards that and build the strategy. We did lot of customization needed for our business in 2018 and built the features which are now offered in CX Outbound Product, we should have been informed about it . What problems are ...

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

Consumer of data

What do you like best? Central location for a large portion of our data, i.e. multichannel experience in one place! What do you dislike? Pulse....seems bulky and less flexible than other third party solutions What problems are you solving with the product? What benefits have you realized? Multichannel.....single repository for our needs.