13 Ratings
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Top Rated
343 Ratings
13 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8 out of 100

Genesys Multicloud CX (discontinued)

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Top Rated
343 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.6 out of 100

Feature Set Ratings

    Contact Center Software

    Calibre

    Feature Set Not Supported
    N/A
    8.7

    Genesys Multicloud CX (discontinued)

    87%
    Genesys Multicloud CX (discontinued) ranks higher in 13/13 features

    Agent dashboard

    N/A
    0 Ratings
    8.9
    89%
    109 Ratings

    Validate callers

    N/A
    0 Ratings
    9.2
    92%
    96 Ratings

    Outbound response

    N/A
    0 Ratings
    9.4
    94%
    99 Ratings

    Call forwarding

    N/A
    0 Ratings
    9.8
    98%
    89 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    9.8
    98%
    83 Ratings

    Warm transfer

    N/A
    0 Ratings
    9.2
    92%
    105 Ratings

    Predictive dialing

    N/A
    0 Ratings
    9.2
    92%
    82 Ratings

    Interactive voice response

    N/A
    0 Ratings
    7.9
    79%
    106 Ratings

    REST APIs

    N/A
    0 Ratings
    8.6
    86%
    99 Ratings

    Call scripts

    N/A
    0 Ratings
    7.5
    75%
    75 Ratings

    Call tracking

    N/A
    0 Ratings
    8.7
    87%
    103 Ratings

    Multichannel integration

    N/A
    0 Ratings
    7.5
    75%
    105 Ratings

    CRM software integration

    N/A
    0 Ratings
    7.1
    71%
    99 Ratings

    Workforce Optimization (WFO)

    Calibre

    Feature Set Not Supported
    N/A
    8.7

    Genesys Multicloud CX (discontinued)

    87%
    Genesys Multicloud CX (discontinued) ranks higher in 9/9 features

    Inbound call routing

    N/A
    0 Ratings
    8.9
    89%
    101 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    9.0
    90%
    92 Ratings

    Recording

    N/A
    0 Ratings
    8.9
    89%
    81 Ratings

    Quality management

    N/A
    0 Ratings
    9.8
    98%
    80 Ratings

    Call analytics

    N/A
    0 Ratings
    9.2
    92%
    88 Ratings

    Historical reporting

    N/A
    0 Ratings
    8.9
    89%
    103 Ratings

    Live reporting

    N/A
    0 Ratings
    8.0
    80%
    100 Ratings

    Customer surveys

    N/A
    0 Ratings
    6.9
    69%
    65 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    8.9
    89%
    73 Ratings

    Attribute Ratings

    • Genesys Multicloud CX (discontinued) is rated higher in 2 areas: Likelihood to Recommend, Support Rating

    Likelihood to Recommend

    9.0

    Calibre

    90%
    5 Ratings
    9.3

    Genesys Multicloud CX (discontinued)

    93%
    147 Ratings

    Likelihood to Renew

    Calibre

    N/A
    0 Ratings
    8.0

    Genesys Multicloud CX (discontinued)

    80%
    26 Ratings

    Usability

    Calibre

    N/A
    0 Ratings
    7.1

    Genesys Multicloud CX (discontinued)

    71%
    18 Ratings

    Availability

    Calibre

    N/A
    0 Ratings
    8.0

    Genesys Multicloud CX (discontinued)

    80%
    8 Ratings

    Performance

    Calibre

    N/A
    0 Ratings
    7.1

    Genesys Multicloud CX (discontinued)

    71%
    8 Ratings

    Support Rating

    8.5

    Calibre

    85%
    4 Ratings
    8.9

    Genesys Multicloud CX (discontinued)

    89%
    33 Ratings

    In-Person Training

    Calibre

    N/A
    0 Ratings
    8.1

    Genesys Multicloud CX (discontinued)

    81%
    3 Ratings

    Online Training

    Calibre

    N/A
    0 Ratings
    7.3

    Genesys Multicloud CX (discontinued)

    73%
    2 Ratings

    Implementation Rating

    Calibre

    N/A
    0 Ratings
    5.0

    Genesys Multicloud CX (discontinued)

    50%
    27 Ratings

    Configurability

    Calibre

    N/A
    0 Ratings
    6.5

    Genesys Multicloud CX (discontinued)

    65%
    6 Ratings

    Ease of integration

    Calibre

    N/A
    0 Ratings
    4.5

    Genesys Multicloud CX (discontinued)

    45%
    5 Ratings

    Product Scalability

    Calibre

    N/A
    0 Ratings
    7.3

    Genesys Multicloud CX (discontinued)

    73%
    4 Ratings

    Vendor post-sale

    Calibre

    N/A
    0 Ratings
    7.3

    Genesys Multicloud CX (discontinued)

    73%
    4 Ratings

    Vendor pre-sale

    Calibre

    N/A
    0 Ratings
    7.3

    Genesys Multicloud CX (discontinued)

    73%
    4 Ratings

    Likelihood to Recommend

    HigherGround, Inc.

    Without a doubt, we have loved this software because of how easy it is to use and how useful it has been for us. We have been able to supervise communications between employees, customers, and suppliers, monitoring that our rules and policies are met at all scales, improving performance and productivity at work.
    Read full review

    Discontinued Products

    Solution is extremely agile and flexible. The new generation of containerized solution would be a game changer since it brings the ease of deployment and ability to get the innovations to a new total different place. I believe it is really hard to find in the competition who would have something similar or even close
    Read full review

    Pros

    HigherGround, Inc.

    • Management of multiple formats - Calibre does an excellent job handling multiple copies of digital media in different formats, making it available to users in their choice of format.
    • Robust plug-in system - Calibre has a robust plugin system that support extensibility from it's wide user base. Anything from managing metadata to integration with other applications.
    • Built in reader - Calibre has a built in reader for digital media files, enabling users to view the content before deciding to download the content to their device.
    Read full review

    Discontinued Products

    • 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.
    Read full review

    Cons

    HigherGround, Inc.

    • I'd like to see more customization.
    • More plugins and plugin notifications.
    Read full review

    Discontinued Products

    • 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.
    Read full review

    Pricing Details

    Calibre

    Starting Price

    Editions & Modules

    Calibre editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Genesys Multicloud CX (discontinued)

      Starting Price

      Editions & Modules

      Genesys Multicloud CX (discontinued) editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        Visit Website

        Likelihood to Renew

        HigherGround, Inc.

        No answers on this topic

        Discontinued Products

        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.
        Read full review

        Usability

        HigherGround, Inc.

        No answers on this topic

        Discontinued Products

        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.
        Read full review

        Reliability and Availability

        HigherGround, Inc.

        No answers on this topic

        Discontinued Products

        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.
        Read full review

        Performance

        HigherGround, Inc.

        No answers on this topic

        Discontinued Products

        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.
        Read full review

        Support Rating

        HigherGround, Inc.

        Not only has the customer support for Calibre been great, but the community surrounding it is great too. Users are ready and willing to jump in to help you solve a particular issue you're encountering with Calibre. As a result, I've expanded what we do with Calibre quite a bit through community support of its plugin infrastructure.
        Read full review

        Discontinued Products

        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.
        Read full review

        In-Person Training

        HigherGround, Inc.

        No answers on this topic

        Discontinued Products

        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.
        Read full review

        Online Training

        HigherGround, Inc.

        No answers on this topic

        Discontinued Products

        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.
        Read full review

        Implementation Rating

        HigherGround, Inc.

        No answers on this topic

        Discontinued Products

        It was a death march. We finally learned enough about the product to know that our vendor knew nothing and had done it wrong. We hired voice engineers and took over the project. We should have fired our vendor much earlier
        Read full review

        Alternatives Considered

        HigherGround, Inc.

        Calibre, like Acrobat, offers the user the ability to be able to view a digital ebook whether from online or off-line. But Acrobat can only open PDF files. Calibre can open & convert multiple digital file formats.
        Read full review

        Discontinued Products

        For a similar contact center structure, I find Genesys products are faster to produce outcomes, and fast to respond (loading, changing screens...). However, in terms of user interface, I do prefer the way NICE did things there. Coming from an agent background, I find that the NICE agent interface is more visually appealing and offers more flexibility (parameters for agent exceptions).
        Read full review

        Scalability

        HigherGround, Inc.

        No answers on this topic

        Discontinued Products

        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.
        Read full review

        Return on Investment

        HigherGround, Inc.

        • Increased the learning time of my team.
        • Allowed for easy exchange of lengthy documents.
        • Provided more up to date general knowledge for the departments.
        Read full review

        Discontinued Products

        • 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.
        Read full review

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