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Top Rated
308 Ratings
27 Ratings
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Score 8.5 out of 100

Genesys Multicloud CX (formerly Genesys Engage)

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Top Rated
308 Ratings
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Score 8.3 out of 100

Likelihood to Recommend

Aspect Workforce Management

I would say Aspect is less appropriate with smaller businesses or businesses with a smaller amount of clients. Aspect is really useful if you have a lot of customers and employees as you have to schedule the employee breaks and time off around the business needs. A lot of smaller businesses don't need that ability since they might not have the demanding customers like a lot of larger companies would have.
Anonymous | 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

Aspect Workforce Management
Genesys Multicloud CX (formerly Genesys Engage)
8.0
Agent dashboard
Aspect Workforce Management
Genesys Multicloud CX (formerly Genesys Engage)
7.5
Validate callers
Aspect Workforce Management
Genesys Multicloud CX (formerly Genesys Engage)
7.9
Outbound response
Aspect Workforce Management
Genesys Multicloud CX (formerly Genesys Engage)
8.0
Call forwarding
Aspect Workforce Management
Genesys Multicloud CX (formerly Genesys Engage)
8.3
Click-to-call (CTC)
Aspect Workforce Management
Genesys Multicloud CX (formerly Genesys Engage)
8.2
Warm transfer
Aspect Workforce Management
Genesys Multicloud CX (formerly Genesys Engage)
8.1
Predictive dialing
Aspect Workforce Management
Genesys Multicloud CX (formerly Genesys Engage)
8.1
Interactive voice response
Aspect Workforce Management
Genesys Multicloud CX (formerly Genesys Engage)
8.3
REST APIs
Aspect Workforce Management
Genesys Multicloud CX (formerly Genesys Engage)
8.1
Call scripts
Aspect Workforce Management
Genesys Multicloud CX (formerly Genesys Engage)
8.0
Call tracking
Aspect Workforce Management
Genesys Multicloud CX (formerly Genesys Engage)
7.9
Multichannel integration
Aspect Workforce Management
Genesys Multicloud CX (formerly Genesys Engage)
8.1
CRM software integration
Aspect Workforce Management
Genesys Multicloud CX (formerly Genesys Engage)
7.8

Workforce Optimization (WFO)

Aspect Workforce Management
Genesys Multicloud CX (formerly Genesys Engage)
7.7
Inbound call routing
Aspect Workforce Management
Genesys Multicloud CX (formerly Genesys Engage)
8.4
Omnichannel inbound routing
Aspect Workforce Management
Genesys Multicloud CX (formerly Genesys Engage)
8.3
Recording
Aspect Workforce Management
Genesys Multicloud CX (formerly Genesys Engage)
7.5
Quality management
Aspect Workforce Management
Genesys Multicloud CX (formerly Genesys Engage)
7.4
Call analytics
Aspect Workforce Management
Genesys Multicloud CX (formerly Genesys Engage)
7.7
Historical reporting
Aspect Workforce Management
Genesys Multicloud CX (formerly Genesys Engage)
7.6
Live reporting
Aspect Workforce Management
Genesys Multicloud CX (formerly Genesys Engage)
7.7
Customer surveys
Aspect Workforce Management
Genesys Multicloud CX (formerly Genesys Engage)
7.5
Customer interaction analytics
Aspect Workforce Management
Genesys Multicloud CX (formerly Genesys Engage)
7.1

Pros

Aspect Workforce Management

  • The tool offers a great deal of flexibility in forecasting approaches. It allows you to track seasonality, growth, day of week factors, arrival patterns, store information on holidays and special events. You have the flexibility to forecast based on historical data or user defined data or a combination.
  • Although somewhat complex to configure initially, the scheduling features are also quite flexible allow you to create schedule scenarios for the most unique situations.
  • There are a great number of reports available in the tool and the tools offers you a variety of different options for pulling the same data making it much easier to analyze and trend. You can also set up routine reports to automatically run and export in a variety of different formats and save to shared drives or even email to specific users.
  • The agent interface "Empower" it also very intuitive making it easy for agents to view their schedules, request time off, participate in shift bids and view their own performance reports.
Wendy Fowler | 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

Aspect Workforce Management

  • Some of the features can be difficult for a new user to learn. Once they have them down, the software functions wonderfully; however, the learning curve can be high.
  • While RTA is a great tool to utilize, the look has not changed in a long time. It has an 'old-school' software appearance that does not match the core system.
  • When dealing with huge sets of data (for example, changing schedules for an entire year for many agents), the software can hang for quite a while. While this is not a frequent occurence and can happen with any application, it can be frustrating for some users.
Rachel Honeywood | 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

Aspect Workforce Management

Aspect Workforce Management 8.5
Based on 6 answers
Aspect as a tool and as a company are both great. Working with the Aspect team, will make you feel like you are their most important and only customer. They admit when they are at fault and are willing to offer any assistance they can. We obtained many tools from Aspect as a respected and valued customer.
Jason Reaves | 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

Aspect Workforce Management

Aspect Workforce Management 8.0
Based on 1 answer
Once the initial set up of the software is complete and/or you are familiar with the software, it is easy to use and runs like a dream. However, if you are unfamiliar with the software or have used a competitor's product, some features can seem difficult to learn or get used to.
Rachel Honeywood | TrustRadius Reviewer

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

Aspect Workforce Management

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

Aspect Workforce Management

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

Aspect Workforce Management

Aspect Workforce Management 8.0
Based on 1 answer
I was impressed with the support I received. There were never any long delays when I had issues and the representatives that I worked with were always patient and eager to fully understand not only my problem but our business processes surrounding the problem.
Anonymous | TrustRadius Reviewer

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

Aspect Workforce Management

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

Aspect Workforce Management

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

Aspect Workforce Management

Aspect Workforce Management 9.0
Based on 1 answer
Implementation of the software was not difficult but it was tedious for us due to the fact that our processes had not kept up with the times and we had to make a large number of process changes along with setting up the software.
Anonymous | TrustRadius Reviewer

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

Aspect Workforce Management

One of the primary reason why we selected Aspect eWFM solution was because of the scenario based modeling functionality. In other solutions (such as IEX, Blue Pumpin..etc) this functionality is not available. In our industry it was critical to be able to use scenario based modeling and quickly react the call volume spikes.
FERENC CSATLÓS; MBA, PMP | 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

Aspect Workforce Management

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

Aspect Workforce Management

  • Staffing cost
  • Identifying gaps in the day, using intra-days to map out and foresee trouble areas and plan for them
  • Cross functioning teams, using the tools this application has to help manage different LOB's
Roy Huron | 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

Aspect Workforce Management

Pricing Details

Aspect Workforce Management

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

Aspect Workforce Management
8.9
Genesys Multicloud CX (formerly Genesys Engage)
8.0

Likelihood to Renew

Aspect Workforce Management
8.5
Genesys Multicloud CX (formerly Genesys Engage)
7.2

Usability

Aspect Workforce Management
8.0
Genesys Multicloud CX (formerly Genesys Engage)
7.7

Reliability and Availability

Aspect Workforce Management
Genesys Multicloud CX (formerly Genesys Engage)
8.0

Performance

Aspect Workforce Management
Genesys Multicloud CX (formerly Genesys Engage)
7.1

Support Rating

Aspect Workforce Management
8.0
Genesys Multicloud CX (formerly Genesys Engage)
9.0

In-Person Training

Aspect Workforce Management
Genesys Multicloud CX (formerly Genesys Engage)
8.1

Online Training

Aspect Workforce Management
Genesys Multicloud CX (formerly Genesys Engage)
7.3

Implementation Rating

Aspect Workforce Management
9.0
Genesys Multicloud CX (formerly Genesys Engage)
7.9

Scalability

Aspect Workforce Management
Genesys Multicloud CX (formerly Genesys Engage)
7.3

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