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

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 ...

Powerful and Robust Platform

What do you like best? Pure Engage is a powerful platform that enables delivering a rich customer experience. It provides the tools necessary to quickly implement a robust omni-channel contact center. We are now capable of full disaster recovery and high availability across multiple geologically diverse locations, which is completely transparent to our customers. What do you dislike? Because it is so powerful, there are many features & options that sometimes aren't well ...

Genesys Reliability

What do you like best? We have had Genesys at our organization for 15 years. It is so well built and operates so effectively we have had 100% uptime for well over a year. What do you dislike? There is nothing about the platform I dislike, but it is very expensive and in anot for profit organization, developing ROI's for everything is a requirement. Recommendations to others considering the product: Do your homework! Make sure you understand all the costs associated with the ...

Best solution for omnichannel

What do you like best? Product vision, it is a worls class solution. It has great integration options with 3rd party platforms. It allows rich customization for both agent or end user interface as well as process wise. What do you dislike? I find most difficult when different components of the whole solution have different requirements for the same technologies, like Cassandra or Elasticsearch versions across components. This leads to implementation difficulties. Recommendations to ...

Solid product

What do you like best? dependable. easy to use, cost effective What do you dislike? overhead with reporting is not easy to use What problems are you solving with the product? What benefits have you realized? self serve options

Agile for the future

What do you like best? The ability to be agile in our enviornment. Spooling up MPLS and creating new call centers are all possible by PEC What do you dislike? Recent outages base on the cassandra database issues. Small Loss of confidence in the the platform What problems are you solving with the product? What benefits have you realized? IVR self service. We increased our self service from 4% containment to 12% containment by utilizing PEC

IT Sr. IT Project Manager

What do you like best? Genesys has been a fantastic solution provider for our implementation of 8.5 Freamework and GVP. What do you dislike? Overhead of having to deal with monthly windows patching. What problems are you solving with the product? What benefits have you realized? Entire OmniChannel journey.

PureEngange Cloud Review

What do you like best? What I like best about PureEngange Cloud is the ability to customize the IVR quickly and efficiently. Designer is fairly straight forward and makes development a breeze. The ability to route to the most skilled agent is one the best features. The major upside is automatic rules that can be put in place to overflow to next best skilled agents when the queue is high. What do you dislike? The least helpful about PureEngange Cloud is lack of online documentation and ...

Genesys Pure Engage Cloud

What do you like best? We love the routing engine and smart IVR the most so far. What do you dislike? WFM WorkForce Management is where we are struggling What problems are you solving with the product? What benefits have you realized? Ability to push emails instead of pull. Multi skill to drive out ideal time

On-Prem -- Planning Cloud Transformation

What do you like best? Working with Genesys has transformed our business processes. We cannot wait to mot to the Cloud and further transform the way we do business across the nation. What do you dislike? Because we are on prem, it has been challenging to integrate all of our centers across the country to one customer experience. What problems are you solving with the product? What benefits have you realized? Work distribution has been greatly simplified.