<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
306 Ratings
59 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.9 out of 100

Genesys Multicloud CX (formerly Genesys Engage)

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
306 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100

Likelihood to Recommend

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • As mentioned earlier, transactional heavy web assets such as eStores are particularly strong candidates.
  • IBM CXA along with other, similar tools, is not set-and-forget. The solution must be well managed in order to deliver value. Purchase of the solution is one thing; driving analytic results is another. If a company's staff are not strong analytical thinkers, CXA will not help. IBM CXA is not just a technology platform - it is a basis to design strong customer touchpoints and interactions. You need to be customer journey design literate to get the best from this.
Chris Hall | TrustRadius Reviewer

Genesys Multicloud CX (formerly Genesys Engage)

Genesys Engage is a great solution to Contact Centers. If you manage voice interactions or multimedia interactions, Genesys Engage will have a solution for your needs. All of their solutions are tested and have been validated by several companies around the globe. It's prepared to handle loads of traffic and all their solutions are scalable if needed. It can be multi-site or single site, so it fits your company needs around the globe. So if you have a medium - large organization, either single or multi-site, with any kind of media, Genesys Engage is the Contact Center solution that can fit your needs.
In case you have a small organization, I wouldn't recommend Genesys Engage since it can need quite [a lot] of infrastructure. Instead I would go for the Genesys Cloud solution, which it takes away the infrastructure fee and have a more all-in-one feeling, giving you the chance to acquire new features on demand.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys Multicloud CX (formerly Genesys Engage)
8.1
Agent dashboard
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys Multicloud CX (formerly Genesys Engage)
7.6
Validate callers
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys Multicloud CX (formerly Genesys Engage)
8.1
Outbound response
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys Multicloud CX (formerly Genesys Engage)
8.0
Call forwarding
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys Multicloud CX (formerly Genesys Engage)
8.3
Click-to-call (CTC)
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys Multicloud CX (formerly Genesys Engage)
8.1
Warm transfer
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys Multicloud CX (formerly Genesys Engage)
8.1
Predictive dialing
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys Multicloud CX (formerly Genesys Engage)
8.1
Interactive voice response
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys Multicloud CX (formerly Genesys Engage)
8.3
REST APIs
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys Multicloud CX (formerly Genesys Engage)
8.1
Call scripts
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys Multicloud CX (formerly Genesys Engage)
8.0
Call tracking
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys Multicloud CX (formerly Genesys Engage)
8.2
Multichannel integration
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys Multicloud CX (formerly Genesys Engage)
8.3
CRM software integration
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys Multicloud CX (formerly Genesys Engage)
7.8

Workforce Optimization (WFO)

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys Multicloud CX (formerly Genesys Engage)
7.9
Inbound call routing
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys Multicloud CX (formerly Genesys Engage)
8.5
Omnichannel inbound routing
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys Multicloud CX (formerly Genesys Engage)
8.4
Recording
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys Multicloud CX (formerly Genesys Engage)
7.6
Quality management
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys Multicloud CX (formerly Genesys Engage)
7.4
Call analytics
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys Multicloud CX (formerly Genesys Engage)
7.9
Historical reporting
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys Multicloud CX (formerly Genesys Engage)
7.9
Live reporting
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys Multicloud CX (formerly Genesys Engage)
8.0
Customer surveys
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys Multicloud CX (formerly Genesys Engage)
7.9
Customer interaction analytics
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys Multicloud CX (formerly Genesys Engage)
7.5

Pros

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • Tealeaf provides a unique view into a website beyond what typical web analytics can provide.
  • It captures all of a website's traffic, no need to tag pages or decide ahead of time what data you want to capture.
  • Data is captured and processed in real-time which reveal unknown issues as they are happening.
  • Replay session to see what a customer or user actually did and not just they remember doing when a problem occured.
Nick Preese | TrustRadius Reviewer

Genesys Multicloud CX (formerly Genesys Engage)

  • VHT as a stand alone model can be easily plugged into to the current call routing with minimal changes and it works like charm.
  • Platform SDKs are a powerful tool that help integrate with other third party solutions or to build custom made applications.
  • The whole routing solution is amazing . With user friendly composer, you have the option of building both VRUs and routing strategies. And, they are very easy to deploy.
  • The level of details for report customization is another strong point.
Suresh Kumar K S | TrustRadius Reviewer

Cons

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • IBM CXA leverages script tagging to inspect specific behaviour patterns. A tagging engine against your web assets is a must-have to simplify script insertion and avoid having to leverage internal IT resources to modify web code.
  • Tag management is perhaps the most challenging aspect of IBM CXA. In our view, this could be abstracted further and therefore simplified.
  • We would like to see connectors with UBX to common platforms such as CRM, marketing automation. The more this is readily available, the quicker the time to value for clients.
Chris Hall | TrustRadius Reviewer

Genesys Multicloud CX (formerly Genesys Engage)

  • Genesys needs to pick up the pace with application upgrades. We see more and more issues with Genesys applications falling behind the operating systems versions. We need more apps to be ready for the latest server OC models. There is a lag.
  • There seems to be constant unrest with the management application platform, CME, SCI, Genesys administrator, GAX, then GAX plugins, then a move away from plugins. We would like one stable management platform that encompasses ALL aspects of management within the contact center.
  • Real-time reporting deficiencies with Genesys pulse web. this application cannot live up to CCPulse with respect to flexibility of views. Pulse web was a plugin now it's not a plugin any longer. constant movement, we finally get pulse web plugin onto production, 6 months later these something supposedly better.
Steve Bagdanovich | TrustRadius Reviewer

Likelihood to Renew

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics) 5.2
Based on 2 answers
The comprehensive set of tools IBM Tealeaf provides is so unique to what it can do. It continually provides value beyond what it costs. It is like free money. There hasn't been a tool that has replace what it can do. Without it, people and teams managing their application or website would be much more difficult
Nick Preese | TrustRadius Reviewer

Genesys Multicloud CX (formerly Genesys Engage)

Genesys Multicloud CX (formerly Genesys Engage) 7.2
Based on 23 answers
Genesys Engage is instrumental in us meeting our service obligations to our customers. Engage enables our organization to deliver interactions to the right staff and helps us minimize service and coverage gaps through historical and real-time reporting. Additionally, we feel that only Genesys Engage can meet and exceed our business needs and requirements.
Anonymous | TrustRadius Reviewer

Usability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Genesys Multicloud CX (formerly Genesys Engage)

Genesys Multicloud CX (formerly Genesys Engage) 7.7
Based on 15 answers
Overall, from a customer perspective and also an agent perspective, it is very easy to use Genesys Engage's platform. The Agent Desktop and Genesys WDE are good. Usability is high and I would consider it an easy to use product and easy to adopt from this perspective.
Apostol Savu | TrustRadius Reviewer

Reliability and Availability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Genesys Multicloud CX (formerly Genesys Engage)

Genesys Multicloud CX (formerly Genesys Engage) 8.0
Based on 8 answers
There are occasional failures, but distributed and High Availability features work well when architected, installed, and configured properly. Thoroughly reading and understanding system documentation is a must.
Anonymous | TrustRadius Reviewer

Performance

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Genesys Multicloud CX (formerly Genesys Engage)

Genesys Multicloud CX (formerly Genesys Engage) 7.1
Based on 8 answers
Never being disappointed in my 11 plus years of utilizing the various aspects of the system. No matter what we throw at it, the systems continue to perform as expected.
Derek Gibson | TrustRadius Reviewer

Support Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Genesys Multicloud CX (formerly Genesys Engage)

Genesys Multicloud CX (formerly Genesys Engage) 9.0
Based on 30 answers
There's definitely room for improvement. I would have love to see the chat functionality work more frequently. The level of expertise has diminished over the years. I understand that this in part has to do with the number of new products that has been introduced, but should not be an excuse for the lack of readiness.
eugene thai | TrustRadius Reviewer

In-Person Training

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Genesys Multicloud CX (formerly Genesys Engage)

Genesys Multicloud CX (formerly Genesys Engage) 8.1
Based on 3 answers
Good training, but on limited locations. You can almost only follow trainings in europ in the UK and in Germany. Uk location is relatively difficult to get to and on a exppensive location. The content of the training is good, supplied training material is okay, but sometimes a bit outdated. When you follow a training it is most likely because of a recent purchase which is uasually the latest version.
Anonymous | TrustRadius Reviewer

Online Training

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Genesys Multicloud CX (formerly Genesys Engage)

Genesys Multicloud CX (formerly Genesys Engage) 7.3
Based on 2 answers
Interesting webinars on relevant topic are being provided regularly. Th e webinars a often provided by Genesys and hosted by a very experienced product owner. In many occasions a customer is invited to share his / her experiences and best practices. Webinars can be watched at a later time for your convenience.
Anonymous | TrustRadius Reviewer

Implementation Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Genesys Multicloud CX (formerly Genesys Engage)

Genesys Multicloud CX (formerly Genesys Engage) 7.9
Based on 25 answers
Implementation on Genesys Engage is rather complex. Implementation needs specialized Genesys Professionals and resources, in-house or contractors, who are able to implement the platform and be able to integrate with other in-house or COTS systems. The design and discovery phase is also very important at the beginning.
Apostol Savu | TrustRadius Reviewer

Alternatives Considered

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

Analytics! We want to utilize software that gave us basic information back. Obviously, with technology becoming smarter, more updated and more efficient, we converted to software that would handle that...IBM. we've realized that analytics are so beneficial to the reelection process, how we communicate with constituents and the way we relay information to the community.
Tanu Chahal | TrustRadius Reviewer

Genesys Multicloud CX (formerly Genesys Engage)

When it comes to call routing, call center administration, deployment, scalability, serviceability, and data integration, Genesys is a step above Cisco Contact Center Enterprise. With a platform that still requires you to 'extract' logs when you need to looks at core routing decisions and archaic style tools to manage configuration data, developing and improving the UCCE platform just doesn't seems as important to Cisco as doing so does to Genesys. On the other hand, Genesys has along way to go in the interaction recording/feedback space. Genesys Interaction Recording builds on it already existing GVP platform and is so tightly integrated that your call recording platform becomes part of your actual call path - so if you lose your recording system - you loose your call? Even active integrations provided by other platforms remain a party outside the actual call. Integration with SIP REC would be a great path for Genesys to look at in that realm
Mike Bailey | TrustRadius Reviewer

Scalability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Genesys Multicloud CX (formerly Genesys Engage)

Genesys Multicloud CX (formerly Genesys Engage) 7.3
Based on 4 answers
The Interactive Intelligence SIP based contact center platform has broken through the barriers of "board based" technology to processor based limits on scalability. This means their CIC premise or cloud platform can be engineered to support agent counts into the thousands.
David Saidel | TrustRadius Reviewer

Return on Investment

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • Best tool to measure and track our website activity.
  • Gives us an idea of which strategy on our layout is working better.
  • Representation of data through graphs and charts is very helpful.
Rohan Kashyap | TrustRadius Reviewer

Genesys Multicloud CX (formerly Genesys Engage)

  • Utilizing Genesys Contact Center Portfolio has added increased employee efficiency, providing better availability to customer demands which in turn has increased customer satisfaction.
  • Utilizing Genesys Contact Center Portfolio has added increased management efficiency, automating resource planning and scheduling and providing management more time to focus on other important tasks.
Sharon Woodard | TrustRadius Reviewer

Screenshots

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

Pricing Details

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Genesys Multicloud CX (formerly Genesys Engage)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
9.5
Genesys Multicloud CX (formerly Genesys Engage)
8.1

Likelihood to Renew

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
5.2
Genesys Multicloud CX (formerly Genesys Engage)
7.2

Usability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys Multicloud CX (formerly Genesys Engage)
7.7

Reliability and Availability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys Multicloud CX (formerly Genesys Engage)
8.0

Performance

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys Multicloud CX (formerly Genesys Engage)
7.1

Support Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys Multicloud CX (formerly Genesys Engage)
9.0

In-Person Training

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys Multicloud CX (formerly Genesys Engage)
8.1

Online Training

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys Multicloud CX (formerly Genesys Engage)
7.3

Implementation Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys Multicloud CX (formerly Genesys Engage)
7.9

Scalability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Genesys Multicloud CX (formerly Genesys Engage)
7.3

Add comparison