Genesys Engage and Genesys PureCloud are two of the most popular contact center solutions in the market. Both products are developed by Genesys, a leader in customer experience and contact center technology. However, they have different features, architectures, pricing models and target audiences. In this blog post, we will compare Genesys Engage and Genesys PureCloud and explain why companies should consider moving from Genesys Engage to Genesys PureCloud.
What is Genesys Engage?
Genesys Engage is the traditional on-premise solution that offers a comprehensive suite of applications for voice, digital and omnichannel customer interactions. It is designed for large enterprises that need high scalability, customization and integration capabilities. Genesys Engage supports complex routing, workforce management, quality management, analytics, artificial intelligence and automation features. It also allows customers to choose between different deployment options: on-premise, cloud or hybrid.
What is Genesys PureCloud?
Genesys PureCloud is a cloud-native solution that provides a simple and intuitive platform for voice and digital customer interactions. It is designed for small to medium-sized businesses that need fast deployment, easy administration and low total cost of ownership. Genesys PureCloud offers basic functionality for automatic call distribution (ACD), interactive voice response (IVR), outbound dialing, chatbots, workforce management, recordings, quality evaluations and reporting. It also leverages cloud services such as Amazon Web Services (AWS) to ensure reliability, availability and elasticity.
Why Move from Genesys Engage to Genesys PureCloud?
There are several reasons why companies should consider moving from Genesys Engage to Genesys PureCloud:
- Cost savings: Genesys PureCloud has a pay-as-you-go pricing model that charges based on usage rather than licenses or seats. This means that customers only pay for what they use and can scale up or down as needed without upfront investments or long-term contracts. According to some reviews , Genesys PureCloud is much cheaper than Genesys Engage.
- Ease of use: Genesys PureCloud has a user-friendly interface that simplifies the configuration and management of contact center operations. Users can drag-and-drop elements to create workflows, scripts and campaigns without coding or technical skills. Additionally, users can access all the features from any device via web browser or native mobile apps .
- Speed of deployment: Genesys PureCloud can be deployed in minutes rather than months as it does not require any hardware installation or software updates. Customers can start using the solution right away with minimal training or support .
- Innovation: Genesys PureCloud is constantly updated with new features and enhancements based on customer feedback and market trends. Customers can benefit from the latest innovations in cloud technology such as AWS services . Moreover, customers can integrate with third-party applications such as Salesforce, Zendesk or Microsoft Dynamics 365 via APIs or pre-built connectors.
Conclusion
Genesys Engage and Genesys PureCloud are both powerful solutions for contact center management but they cater to different needs and preferences of customers. While Genesys Engage offers more advanced functionality for large enterprises that require high customization and integration capabilities; GenesysPureCloud offers more simplicity and affordability for small to medium-sized businesses that require fast deployment and easy administration capabilities.
Therefore, companies should evaluate their current and future business goals and challenges and decide which solution best suits their requirements. If you are interested in moving from Genesys Engage to Genesys PureCloud, please contact us today for a free consultation.
