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

Genesys is a real partner that focus on business and end customers CX

What do you like best? Simply!, Genesys provides brilliant solutions plus business consultancy that print an exceptional customer experience and remarkable ROI. Genesys is talented in customer engagement across all channels, moreover Genesys is a guru in managing the customer journey in the back office with amazing proactive tactics. What do you dislike? Many features with capability to integrate with many other solutions make it more challenging to have friendly unified user ...

100% CUSTOMIZABLE AND STABLE PRODUCT

What do you like best? The best is we can integrate Genesys engage with almost any third customer software, also we can integrate Genesys with any PBX or Gateway. Solution scalable and robust. What do you dislike? Improve digital solutions, like face, tw, chat async, offering more functionalities. Complexity of onnicanality funtions, like conversation manager. What problems are you solving with the product? What benefits have you realized? High volume call handling, with ...

Using Genesys to power you Contact Center

What do you like best? I really like the variety of solutions that Genesys offer for different topics in a Contact Center environment like being available to respond to chat, social networks, calls and e-mails interactions in a single User Interface. You have many different tools to achieve the most successful routing of an interaction to the best agent possible based on Business Rules, Skills, Agent Groups and all sorts of things. In my time working with Genesys, I was amazed by the ...

Excellent Service and Experience

What do you like best? I am a support analyst, and from my experience with different solutions Genesys PureEngage allows to find errors quickly.I am a support analyst, and from my experience with different solutions Genesys PureEngage allows to find errors quickly. What do you dislike? Genesys PureEngage is so customizable that Genesys third level support often takes time to respond if customer knowledge is not enough. What problems are you solving with the product? What benefits ...

The most powerful solution for Contact Centers

What do you like best? Genesys Contact Center allows you to be available for your customers through multiple channels like voice, emails, chat, social media etc. What do you dislike? it is a complex solution but from another side this complexity brings you a flexibility What problems are you solving with the product? What benefits have you realized? seamless connection to our clients

Very flexible platform

What do you like best? PureEngage is a very flexible and complete platform. You can do almost anything the customers want, if necessary by additional integrations. What do you dislike? Because of the complexity some features require quite a big effort and expertise. Requires some time for deployment, if necessary to have integrations with 3rd party. Recommendations to others considering the product: Consider Genesys PureEngage for a big contact center (go with PureCloud for a ...

Complete and adaptable

What do you like best? Maybe the most important characteristic, is Genesys is adaptable to all type of client service operations, from telco to multimedia and mix them all. What do you dislike? It needs many components to work well and stable Recommendations to others considering the product: First, understand well the purpose of the implementation What problems are you solving with the product? What benefits have you realized? On inbound, to have a more efficient routing. ...

Full Call center Experience

What do you like best? Genesys is a full suite of simples but powerfull products. The optimization that we are able to do in our call centers allows us to save a lot in financial perspective but without bleach the customer experience. What do you dislike? Well... Today Genesys products don't have a conductive line. Let's take as example Configuration Manager, Genesys Administrator, GAx, Pulse... and so on, all of them are have similar functionalities but non of them allow to ...

Good platform for OnPremise deployment

What do you like best? Outbound and reporting modules are the best. GVP is also good. Engage has rather powerful SDK for 3-d party application integration. Open architecture, can run on Windows and Linux. Good technical support. What do you dislike? PBX features have to be improved such as dial plans. GIR recording architecture can be improved also. Multimedia functionality doesn’t look mature. Recommendations to others considering the product: Consider 3-d party PBX ...

Holistic and omnipresent interactions treatment

What do you like best? The cutting edge technologies at our disposal and a lot of integration possibilities What do you dislike? The process to sale and implement is a little bit complicated Recommendations to others considering the product: Read documentation first What problems are you solving with the product? What benefits have you realized? Improves CX and deliver a quick ROI