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

Best real omnichannel contact centre platform

What do you like best? Genesys is a real omnichannel contact centre platform leveraging the advantages of having one system instead of different silos. The most obvious is a 360° omnichannel customer interaction history which make hotline amnesia a thing of the past. What do you dislike? New products need very close attention and some time to get mature. Once it is set up it works, you sometimes have to try out different configurations to get the optimum, there are not that many ...

Complete Contact centre package

What do you like best? Genesys PureEngage has the complete package for your Contact Centre needs. We don't have to deal with multiple vendors. We just go to them for our voice and eServices requirements. In my opinion, they are number 1 in the business. Their knowledge base and documentation are very good resource. What do you dislike? Some areas of improvement are the integration points on the different modules. There are so many modules that it creates a high learning curve. ...

Best contact center solution

What do you like best? We are able to use genesys PureEngage to connect to our many different systems to route different contact center interactions and use one interface to pull them all in for the agent. What do you dislike? Sometimes the solutions are complex and we have to run them across multiple OS platforms. For example GCXI should be able to be used on Windows and not just Linux. What problems are you solving with the product? What benefits have you realized? With GCXI ...

Genesys engage in prem

What do you like best? Complete contact center suite with lot of features What do you dislike? Lot of hardware and complex settings ...need niche skills What problems are you solving with the product? What benefits have you realized? Contact center technology

Excellent robust platform for big enterprises

What do you like best? Flexibility, ability to scaleup plus detailed reporting. What do you dislike? Since it's huge, it's abilities are as good as the developers. Hence not foolproof. Plus no code release cicd pipeline out of the box. What problems are you solving with the product? What benefits have you realized? We are a huge enterprise with millions of customers. We have to up and robust in our performance. Genesys has been a solid partner for us, supporting any issues that ...

CGD

What do you like best? The best in pureEngage is the flexibility in the routing component. What do you dislike? The reporting component, should be more "sexy" What problems are you solving with the product? What benefits have you realized? We manage an Contact Center and an bank remote manager team, routing and managing with Genesys Workspace all the médias, coice, e-mail, social,chat.

Provides wide range of solutions for call centres.

What do you like best? I love the assortment of fixes Genesys provides for an assortment of issues in the call center atmosphere, such as chat, social media, responding to messages and calls. They've numerous different resources to get probably the best routing of interactions based on business rules, abilities, agent groups, and various agents. Working with Genesys, we were amazed at the amount of customization to satisfy every need and ambition of the business. What do you dislike? ...

Easy to deploy in your company and incorporate with other software.

What do you like best? Easy to incorporate with various other methods. This's crucial for the bank since it operates with numerous different programs. The customer card is actually realistic since it enables you to automatically receive all info from the program of ours. Personnel don't have to search the block for customer info, Genesys PureEngage saves customers' time. We are not asking unnecessary thoughts like the other fixes we've before us. You know directly which version of the ...

Love the ease of use!

What do you like best? How friendly Designer is to navigate and provision. love all the modification to version 9 What do you dislike? Analytics is slower and has some bugs in some browsers unlike it did in 8.5 What problems are you solving with the product? What benefits have you realized? How versatile it is for having multiple lines of business on one call flow

it's a good product with a lot of useful features, flexible for customization as well

What do you like best? the ability to customize as what we want What do you dislike? A bit complicated to deploy the whole solution What problems are you solving with the product? What benefits have you realized? Contact center related problems