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Top Rated
310 Ratings
5 Ratings
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Score 10 out of 100

Genesys Multicloud CX (formerly Genesys Engage)

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Top Rated
310 Ratings
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Score 8.5 out of 100

Likelihood to Recommend

Bright Pattern

Being as Bright Pattern is a hosted and highly scalable platform, it is well suited for most contact centers. I have implemented Bright Pattern for both PCI and non-PCI customers. There aren't many scenarios where I would not recommend it as a platform offering to someone who is looking. Possibly for someone looking for an on-premises solution where certain technologies are not allowed within the scope, I might suggest something different. It has worked well for many mortgage companies, city/government services, technology companies, educational institutions, law firms, recruiting firms, medical facilities/payments, debt collection, and more. Offering secure payment IVR and a secure payment live agent as a PCI solution is a huge benefit.
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

Bright Pattern
9.8
Genesys Multicloud CX (formerly Genesys Engage)
8.0
Agent dashboard
Bright Pattern
9.0
Genesys Multicloud CX (formerly Genesys Engage)
7.6
Validate callers
Bright Pattern
10.0
Genesys Multicloud CX (formerly Genesys Engage)
7.9
Outbound response
Bright Pattern
10.0
Genesys Multicloud CX (formerly Genesys Engage)
8.1
Call forwarding
Bright Pattern
10.0
Genesys Multicloud CX (formerly Genesys Engage)
8.4
Click-to-call (CTC)
Bright Pattern
10.0
Genesys Multicloud CX (formerly Genesys Engage)
8.3
Warm transfer
Bright Pattern
10.0
Genesys Multicloud CX (formerly Genesys Engage)
8.0
Predictive dialing
Bright Pattern
9.0
Genesys Multicloud CX (formerly Genesys Engage)
8.1
Interactive voice response
Bright Pattern
9.0
Genesys Multicloud CX (formerly Genesys Engage)
8.2
REST APIs
Bright Pattern
10.0
Genesys Multicloud CX (formerly Genesys Engage)
8.1
Call scripts
Bright Pattern
10.0
Genesys Multicloud CX (formerly Genesys Engage)
8.1
Call tracking
Bright Pattern
10.0
Genesys Multicloud CX (formerly Genesys Engage)
7.9
Multichannel integration
Bright Pattern
10.0
Genesys Multicloud CX (formerly Genesys Engage)
7.9
CRM software integration
Bright Pattern
10.0
Genesys Multicloud CX (formerly Genesys Engage)
7.6

Workforce Optimization (WFO)

Bright Pattern
9.4
Genesys Multicloud CX (formerly Genesys Engage)
7.7
Inbound call routing
Bright Pattern
10.0
Genesys Multicloud CX (formerly Genesys Engage)
8.5
Omnichannel inbound routing
Bright Pattern
9.0
Genesys Multicloud CX (formerly Genesys Engage)
8.4
Recording
Bright Pattern
10.0
Genesys Multicloud CX (formerly Genesys Engage)
7.7
Quality management
Bright Pattern
9.0
Genesys Multicloud CX (formerly Genesys Engage)
7.5
Call analytics
Bright Pattern
10.0
Genesys Multicloud CX (formerly Genesys Engage)
7.6
Historical reporting
Bright Pattern
9.0
Genesys Multicloud CX (formerly Genesys Engage)
7.6
Live reporting
Bright Pattern
9.0
Genesys Multicloud CX (formerly Genesys Engage)
7.4
Customer surveys
Bright Pattern
10.0
Genesys Multicloud CX (formerly Genesys Engage)
7.5
Customer interaction analytics
Bright Pattern
9.0
Genesys Multicloud CX (formerly Genesys Engage)
7.1

Pros

Bright Pattern

  • Enables contact centers to make changes without complex languages and frameworks.
  • Omni-channel functionality for all needs.
  • Integrates well to a number of third party products.
  • It isn't cumbersome. Easy to learn and manage.
Anonymous | 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

Bright Pattern

  • Tenant configuration backups from within admin would be nice for archiving.
  • Agent screen recording exports to AWS S3.
Anonymous | 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

Bright Pattern

No score
No answers yet
No answers on this topic

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

Bright Pattern

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

Bright Pattern

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

Bright Pattern

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

Bright Pattern

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

Bright Pattern

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

Bright Pattern

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

Bright Pattern

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 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

Bright Pattern

Obviously, customer experience is key but contact center staff enablement is one of the most important factors. What good is a multi-million dollar implementation on a platform if your hands are tied from admin or developer turnover? I have seen with many platforms where the platform remained dormant after the loss of the last experienced staff member. It isn't that way with Bright Pattern. Easy to train and easy to learn. Their support has been great. I will continue to promote and use Bright Pattern as a platform and I am excited to see where it takes us next.
Anonymous | 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

Bright Pattern

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

Bright Pattern

  • Lowered support costs over time by enabling the contact center to manage itself and the call flow.
  • Increased customer satisfaction by enabling personalized experiences.
Anonymous | 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

Pricing Details

Bright Pattern

General

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

Bright Pattern Editions & Modules

Edition
Voice Select$701
Professional$1001
Premium$1401
EnterpriseCall for Info1
  1. Monthly
Additional Pricing Details
One-time set-up fee includes 45 hours of services for workflow implementation and training: Discovery and Design Workshop; Configuration and Customization to customer requirements; Testing and Evaluation; Agent and Supervisor Training; Administration Mentoring & Knowledge Transfer

Genesys Multicloud CX (formerly Genesys Engage)

General

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

Genesys Multicloud CX (formerly Genesys Engage) Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Bright Pattern
10.0
Genesys Multicloud CX (formerly Genesys Engage)
8.6

Likelihood to Renew

Bright Pattern
Genesys Multicloud CX (formerly Genesys Engage)
7.2

Usability

Bright Pattern
Genesys Multicloud CX (formerly Genesys Engage)
7.7

Reliability and Availability

Bright Pattern
Genesys Multicloud CX (formerly Genesys Engage)
8.0

Performance

Bright Pattern
Genesys Multicloud CX (formerly Genesys Engage)
7.1

Support Rating

Bright Pattern
Genesys Multicloud CX (formerly Genesys Engage)
9.0

In-Person Training

Bright Pattern
Genesys Multicloud CX (formerly Genesys Engage)
8.1

Online Training

Bright Pattern
Genesys Multicloud CX (formerly Genesys Engage)
7.3

Implementation Rating

Bright Pattern
Genesys Multicloud CX (formerly Genesys Engage)
8.0

Scalability

Bright Pattern
Genesys Multicloud CX (formerly Genesys Engage)
7.3

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