Changepoint, a discontinued product, began as a professional services automation and portfolio management product, was acquired by Compuware in 2004, and was later divested to Marlin Equity Partners in 2014. Under Changepoint, the company acquired Daptiv that same year, combining its professional services automation capabilities with SaaS project portfolio management. Planview acquired Changepoint in 2021 and offered it as Planview ChangePoint. It is no longer available to new customers.
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Genesys Multicloud CX (discontinued)
Score8 out of 10
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Genesys Multicloud CX (formerly Genesys Engage, or PureEngage) is the Genesys customer engagement platform for enterprises. It is designed to be flexible for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations.
Changepoint is basic and would, therefore, work for businesses with uncomplicated requests, pretty straightforward workflows and willingness to work with an unsightly solution. It is basic, from the UI to the search option and the way the information is captured, which can be frustrating and counter-intuitive at times. It is relatively robust (i.e. I have been using it for almost 2 years and have not seen it crash once) but it does log me out when the system has been inactive for about 30 minutes - and I am only notified about being logged out upon clicking the Submit button, meaning many a line of text have been typed more than once!
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Changepoint has significant reporting capabilities, though of course, the data that comes out is only as good as the data that goes in. I enjoy being able to use the standard reports to understand exactly how much a project has cost us and to compare it to how much we are charging. This allows us to more accurately set our prices. Though we have not used the report designer capability, I understand that custom reports can be designed with relative ease.
Changepoint has a versioning capability for changes made to user profiles in the system manager, which I find particularly helpful. As a non-power user, it is valuable to be able to see what changes I have made to various profiles so that I can troubleshoot a problem down the line.
Changepoint has significant functionality well beyond the features that we are currently using, and for this reason, I think it is affordable and a good deal. Particularly if your organization is interested in dedicating the time and resources into using all of the features around project planning, resource allocation, etc., the price is well worth the value.
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We use Changepoint to manage the IS organization. I would like to see more advancement in order to do benefits management.
I would like to see a capability where a project manager can build a very detailed work breakdown structure, but only require project resources to charge time and provide a task status at a higher level.
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Sometimes the decision to renew boils down to an old adage "if it isn't broken don't fix it". Previous to moving to Changepoint, it was obvious that we needed a better project management tool. Projects we completed on time but the time zone difference between the teams and several iterations of back and forth caused a number of communication issues with projects. The difference is night and day.
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Planview Changepoint helps us to understand our key customers enabling us to capitalize on every financial opportunity and helps us to forecast demand against the capacities required for new opportunities, and also it automates and monitors contractual terms and conditions. It gives us visibility into our employees' skills and helps to optimize resource allocation.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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).
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Employee efficiency has decreased significantly within our Project MAnagement team. The main causes are lack of logical steps/not user-friendly and the slowness of the entire program.
Changepoint PSA has greatly improved being able to track budgets for all projects. Before this software, budgets were done manually by hand and cross-referenced with Accounting. Now, we can pull a report out of the system, as long as all parties entered their time and data correctly.
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
