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17 Ratings
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Top Rated
310 Ratings

CustomerSuccessBox

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17 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 9.6 out of 100

Genesys Multicloud CX (formerly Genesys Engage)

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Top Rated
310 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.5 out of 100

Likelihood to Recommend

CustomerSuccessBox

It is the best software if you are a b2b software who is planning to scale customer success department and you are running blind on potential threats for renewal. It also helps you understand which customer is not getting value out of your product. I completely recommend this. Go for it!!!!!
Karthik Jairam | 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

Platform & Infrastructure

CustomerSuccessBox
8.5
Genesys Multicloud CX (formerly Genesys Engage)
API
CustomerSuccessBox
8.6
Genesys Multicloud CX (formerly Genesys Engage)
Integration with Salesforce.com
CustomerSuccessBox
8.5
Genesys Multicloud CX (formerly Genesys Engage)

Customer Data Extraction / Integration

CustomerSuccessBox
9.5
Genesys Multicloud CX (formerly Genesys Engage)
Product usage
CustomerSuccessBox
9.4
Genesys Multicloud CX (formerly Genesys Engage)
Help desk / support tickets
CustomerSuccessBox
9.6
Genesys Multicloud CX (formerly Genesys Engage)

Customer Success Management

CustomerSuccessBox
9.1
Genesys Multicloud CX (formerly Genesys Engage)
NPS surveys
CustomerSuccessBox
7.9
Genesys Multicloud CX (formerly Genesys Engage)
Sponsor tracking
CustomerSuccessBox
8.8
Genesys Multicloud CX (formerly Genesys Engage)
Customer profiles
CustomerSuccessBox
9.2
Genesys Multicloud CX (formerly Genesys Engage)
Automated workflow
CustomerSuccessBox
9.6
Genesys Multicloud CX (formerly Genesys Engage)
Customer health scoring
CustomerSuccessBox
9.4
Genesys Multicloud CX (formerly Genesys Engage)
Customer segmentation
CustomerSuccessBox
9.6
Genesys Multicloud CX (formerly Genesys Engage)

CSM Reporting & Analytics

CustomerSuccessBox
8.8
Genesys Multicloud CX (formerly Genesys Engage)
Customer health trends
CustomerSuccessBox
9.1
Genesys Multicloud CX (formerly Genesys Engage)
Engagement analytics
CustomerSuccessBox
8.6
Genesys Multicloud CX (formerly Genesys Engage)
Revenue forecasting
CustomerSuccessBox
8.1
Genesys Multicloud CX (formerly Genesys Engage)
Dashboards
CustomerSuccessBox
9.4
Genesys Multicloud CX (formerly Genesys Engage)

Contact Center Software

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

Workforce Optimization (WFO)

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

Pros

CustomerSuccessBox

  • Journey feature will help you automate your manual tasks like auto csm assignments, auto playbook enrolls, email alerts to your clients about new assignments or any set templates, etc.
  • Making a playbook of your process (must be consist of multiple steps) will help you give the visibility of how many clients are stuck in which steps and from when.
  • They are using Metabase for making analytics dashboards where you can make your own dashboard with different filters like Csm activity report, churn dashboard, potential clients report and also using pulse feature in Metabase schedule your daily report to different required people.
Pushpendra Pal | 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

CustomerSuccessBox

  • Health aggregation delay can be improved.
  • Calling with csbox software can be improved, it makes touchpoint even if your call from csbox has not picked up, and accordingly changed relationship health.
  • Add more analytics in the playbook like avg time taken to complete each step and there is no option of selecting multiple csms in the filter.
Pushpendra Pal | 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

CustomerSuccessBox

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

CustomerSuccessBox

CustomerSuccessBox 9.4
Based on 15 answers
Customer success box is one of the best products we have used as it solves the main problem for us. Use tracking and adoption. The best part about various software integrations is that now we are able to track everything at one single platform with multiple reports, analytics and dashboards.
Anonymous | 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

CustomerSuccessBox

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

CustomerSuccessBox

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

CustomerSuccessBox

CustomerSuccessBox 9.4
Based on 15 answers
I have created two - three support tickets so far and their response is very very quick. Their team is also very empathetic, understanding and highly motivated towards solving a customer's problem. I would definitely recommend and rate them 10 / 10 for their excellent after sales support. They support for all EST & PST zones.
Karthik Jairam | 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

CustomerSuccessBox

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

CustomerSuccessBox

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

CustomerSuccessBox

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

CustomerSuccessBox

CustomerSuccessBox provides a great UI where I can manage all the activities related to a client in a single window.This helps to update and focus on key tasks related to the client.Small insights graph helps to quickly analyze the client's health towards our product.The customizable filters are a great help in sorting the data.
Sachidanand Chaudhary | 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

CustomerSuccessBox

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

CustomerSuccessBox

  • It has helped in managing large amount of Client data under single platform.
  • It helped in generating valuable insights from data.
  • It is helpful to take proactive actions.
Sachin Agarwal | 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

CustomerSuccessBox

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
$ 499

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

CustomerSuccessBox
9.6
Genesys Multicloud CX (formerly Genesys Engage)
8.6

Likelihood to Renew

CustomerSuccessBox
Genesys Multicloud CX (formerly Genesys Engage)
7.2

Usability

CustomerSuccessBox
9.4
Genesys Multicloud CX (formerly Genesys Engage)
7.7

Reliability and Availability

CustomerSuccessBox
Genesys Multicloud CX (formerly Genesys Engage)
8.0

Performance

CustomerSuccessBox
Genesys Multicloud CX (formerly Genesys Engage)
7.1

Support Rating

CustomerSuccessBox
9.4
Genesys Multicloud CX (formerly Genesys Engage)
9.0

In-Person Training

CustomerSuccessBox
Genesys Multicloud CX (formerly Genesys Engage)
8.1

Online Training

CustomerSuccessBox
Genesys Multicloud CX (formerly Genesys Engage)
7.3

Implementation Rating

CustomerSuccessBox
Genesys Multicloud CX (formerly Genesys Engage)
8.0

Scalability

CustomerSuccessBox
Genesys Multicloud CX (formerly Genesys Engage)
7.3

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