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

Delivering Pure CX to our customers

What do you like best? With Genesys PureEngage you can deliver the proper interaction flavor to customers in terms of omnichannel conversations and ensuring that they benefit from handmade cookies of this highy scalable and highly flexible product. What do you dislike? Sizing part can be a pain, infrastructure requirements can be a hassle sometime :) Recommendations to others considering the product: Any company that will need a great deal of integration and wants to provide ...

Top of the line.

What do you like best? The best part is it is 100% customizable and with the sdk kits you can make it do almost anything you want. What do you dislike? The documentation is good if you have used / configured / installed the product/component. It misses a few steps if its the first time you have installed a particular component. So just needs to be refined a bit. What problems are you solving with the product? What benefits have you realized? Contacts centers dont run well ...

We Prefer both Genesys Cloud and Genesys Engage

What do you like best? 1) Flexibility to integrate with Rest API 2) Scalability in SaaS model 3) Security Standard applied meet Industry standards 4) Customization and Uptime SLA's What do you dislike? Noting as Such.. Discounts should be Volume based. We should have Geo level resiliency option as DC and DR .. I.e. if we leverage US ( virgina West) , We should be able to opt Northern Ireland as DR location Recommendations to others considering the product: - Yes , ...

Genesys PureEngage - What Genesys do more?

What do you like best? Support team; especially e-Services segment of support which provide immediate solution and detailed information for the specific problem. They're really taking care of the cases and provide webex session without asking. What do you dislike? Other than product defects or bugs, we've seen that genesys documentation can include more spesific information about installation, deployment and administration. New documents/release note should include previous doc. ...

Some features seem outdated, but many improvements being made

What do you like best? We were one of the 1st to go onto Genesys Engage cloud Our Customer Success Manager Teo is fantastic. Vey nice to have someone who is close to home. Love the new Genesys Interactions reporting package Collaboration with Genesys is always welcomed Looking forward to the new Pulse upgrade What do you dislike? Some features seem outdated ( I'm sure they're working on them) like speechminer Some CARE reps do not take the time to read my ticket ...

My experience with Genesys

What do you like best? The ability to customize the solution exactly to the cluents wands and needs. What do you dislike? The search in the documentation website could be developed better. Recommendations to others considering the product: High;y recommend as you can fully customize to your needs What problems are you solving with the product? What benefits have you realized? Day to day and log term projects for call center solution. Overall ability to understanding the ...

Interactive support

What do you like best? Engaging an engineer was easily accessible through the chat and over the phone What do you dislike? Documentation still requires further update Recommendations to others considering the product: All in one solution What problems are you solving with the product? What benefits have you realized? Production support and new implementation of Genesys solution

Excellent product. Covers all communication channels

What do you like best? It has extensive and accessible documentation. It covers everything that is about calls very well. What do you dislike? Despite having extensive documentation, it is not always well organized. And while it's not Genesys's direct fault, social media is somewhat cumbersome to set up if you're inexperienced. Recommendations to others considering the product: Today, it is necessary to consider that it is convenient for a company that wants to hire a new ...

Genesys PureEngage had last a very long time develop with unbelievable mature techs

What do you like best? The FIRST one, and the most important one is: SIP BC is help us to take advantage form backup IDC. In before, it was just for "checking purpose". But now, it starts serving everyday. No more zombie servers only receive the backup and wait for checking. We are satisfied with this feature. This really helping us to run business "non stop" situation. Now, the "BC" concept is running every where in the company. People are exciting about this, and always question the ...

Quick, helpful, professional service

What do you like best? Genesys Engage is the most valuable all round telephony software that is out there in the market. The software keeps up to date with all the latest trends in the industry. Its very effective withing our customer's business and provides the customer with an smooth running contact center. What do you dislike? There is nothing to complain about. The software really does what its build to do. Integration sometimes comes with its own challenges but getting input from ...