PureEngage On-Premises

Hi everyone,

Many organizations have transitioned (or are in the process of transitioning) from Genesys Engage to Genesys Cloud. While Genesys Cloud brings a lot of advantages in terms of scalability, simplicity, and continuous innovation, Engage had some capabilities and design patterns that long-time users became very familiar with.

I'm curious to hear from people who have hands-on experience with both platforms.

What features, capabilities, or behaviors from Genesys Engage do you still miss in Genesys Cloud?

I miss being able to "customize" the Call Flows a little bit better (Or the strategies in Engage).

Like being able to create our own exits from components to follow a different direction instead of having the pre-defined paths that we have on Architect.

Or being able to add comments certain segments of the strategy to explain what is happening to anyone who comes after for maintenances, etc.

I got used to Architect already, after years on it, but I miss some of the things we could do on IRD.

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Another thing that I sometimes wish we had was "folders" when working with some objects, to keep things more organized.

Like being able to have folders for Call Flows on Architect, or on the People page, Queues, etc... I know we can filter for specific names or even divisions.. But when we are working with hundreds, or thousands of objects, having folders to organize stuff would be awesome.. Which we could do on Engage as well.

Hi everyone,

Many organizations have transitioned (or are in the process of transitioning) from Genesys Engage to Genesys Cloud. While Genesys Cloud brings a lot of advantages in terms of scalability, simplicity, and continuous innovation, Engage had some capabilities and design patterns that long-time users became very familiar with.

I'm curious to hear from people who have hands-on experience with both platforms.

What features, capabilities, or behaviors from Genesys Engage do you still miss in Genesys Cloud?