11 Ratings
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Top Rated
311 Ratings
11 Ratings
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Score 9.5 out of 100

Genesys Multicloud CX (formerly Genesys Engage)

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Top Rated
311 Ratings
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Score 8.4 out of 100

Likelihood to Recommend

Calibre

Calibre is the right tool if you have a a need for a shared knowledge management system whereby users can collectively access a shared pool of digital content. It eliminates scattered resources that your user base may have and replaces them with a single repository with version management that serves all major devices. The only situation I wouldn't suggest using library is when you have vast digital media libraries that contain DRM. Calibre doesn't handle DRM well. We've largely avoided this problem because our library is from DRM free publishers.
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

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

Workforce Optimization (WFO)

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

Pros

Calibre

  • Reformatting publications.
  • eBook editing.
  • Publication organization.
Julia Dye | 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

Calibre

  • The UI is ancient and was cumbersome even then.
  • The intelligence of the converter for PDF to ebook is very hit or miss and doesn't always produce satisfactory results.
  • It requires a physical connection to your machine. This would be the perfect tool if it had remote cloud-based operation.
Randolph Ramirez | 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

Calibre

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

Calibre

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

Calibre

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

Calibre

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

Calibre

Calibre 8.4
Based on 3 answers
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.
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

Calibre

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

Calibre

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

Calibre

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

Calibre

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.
Paul Li | 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

Calibre

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

Calibre

  • Saves hours of time each week.
  • Updates as we need so we're always at the industry standard.
Julia Dye | 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

Calibre

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

Calibre
8.8
Genesys Multicloud CX (formerly Genesys Engage)
8.6

Likelihood to Renew

Calibre
Genesys Multicloud CX (formerly Genesys Engage)
7.2

Usability

Calibre
Genesys Multicloud CX (formerly Genesys Engage)
7.7

Reliability and Availability

Calibre
Genesys Multicloud CX (formerly Genesys Engage)
8.0

Performance

Calibre
Genesys Multicloud CX (formerly Genesys Engage)
7.1

Support Rating

Calibre
8.4
Genesys Multicloud CX (formerly Genesys Engage)
9.0

In-Person Training

Calibre
Genesys Multicloud CX (formerly Genesys Engage)
8.1

Online Training

Calibre
Genesys Multicloud CX (formerly Genesys Engage)
7.3

Implementation Rating

Calibre
Genesys Multicloud CX (formerly Genesys Engage)
8.0

Scalability

Calibre
Genesys Multicloud CX (formerly Genesys Engage)
7.3

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