Gainsight CS vs. Genesys Multicloud CX (discontinued)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Gainsight CS
Score 8.8 out of 10
Mid-Size Companies (51-1,000 employees)
Gainsight’s customer-centric technology aims to drive the future of customer success. The company’s Customer Cloud offers a set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together are designed to enable businesses to put the customer at the center of everything they do. The vendor states that companies that use Gainsight grow net retention by up to 33 percent. Learn how leading companies like Okta, SAP Concur,…
$2,500
Per Company Per Month
Genesys Multicloud CX (discontinued)
Score 7.6 out of 10
N/A
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.N/A
Pricing
Gainsight CSGenesys Multicloud CX (discontinued)
Editions & Modules
Subscription
$2,500
Per Company Per Month
No answers on this topic
Offerings
Pricing Offerings
Gainsight CSGenesys Multicloud CX (discontinued)
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeRequiredNo setup fee
Additional Details
More Pricing Information
Community Pulse
Gainsight CSGenesys Multicloud CX (discontinued)
Top Pros
Top Cons
Features
Gainsight CSGenesys Multicloud CX (discontinued)
Security
Comparison of Security features of Product A and Product B
Gainsight CS
9.7
169 Ratings
8% above category average
Genesys Multicloud CX (discontinued)
-
Ratings
Role-based user permissions9.7169 Ratings00 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
Gainsight CS
8.7
211 Ratings
0% above category average
Genesys Multicloud CX (discontinued)
-
Ratings
API8.9126 Ratings00 Ratings
Integration with Salesforce.com9.0210 Ratings00 Ratings
Integration with Marketo7.749 Ratings00 Ratings
Integration with Eloqua9.220 Ratings00 Ratings
Customer Data Extraction / Integration
Comparison of Customer Data Extraction / Integration features of Product A and Product B
Gainsight CS
8.5
211 Ratings
4% below category average
Genesys Multicloud CX (discontinued)
-
Ratings
Product usage9.2200 Ratings00 Ratings
Help desk / support tickets7.8169 Ratings00 Ratings
Customer Success Management
Comparison of Customer Success Management features of Product A and Product B
Gainsight CS
8.5
223 Ratings
0% below category average
Genesys Multicloud CX (discontinued)
-
Ratings
NPS surveys8.5174 Ratings00 Ratings
Sponsor tracking7.8165 Ratings00 Ratings
Customer profiles9.0200 Ratings00 Ratings
Automated workflow9.2214 Ratings00 Ratings
Internal collaboration7.8201 Ratings00 Ratings
Customer health scoring8.8216 Ratings00 Ratings
Customer segmentation8.7182 Ratings00 Ratings
CSM Reporting & Analytics
Comparison of CSM Reporting & Analytics features of Product A and Product B
Gainsight CS
8.8
221 Ratings
5% above category average
Genesys Multicloud CX (discontinued)
-
Ratings
Customer health trends8.8203 Ratings00 Ratings
Engagement analytics9.2179 Ratings00 Ratings
Revenue forecasting8.6111 Ratings00 Ratings
Dashboards8.7218 Ratings00 Ratings
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Gainsight CS
-
Ratings
Genesys Multicloud CX (discontinued)
9.1
118 Ratings
9% above category average
Agent dashboard00 Ratings9.9109 Ratings
Validate callers00 Ratings9.996 Ratings
Outbound response00 Ratings9.099 Ratings
Call forwarding00 Ratings8.189 Ratings
Click-to-call (CTC)00 Ratings9.083 Ratings
Warm transfer00 Ratings9.9105 Ratings
Predictive dialing00 Ratings9.381 Ratings
Interactive voice response00 Ratings9.9106 Ratings
REST APIs00 Ratings9.999 Ratings
Call scripts00 Ratings9.075 Ratings
Call tracking00 Ratings9.9103 Ratings
Multichannel integration00 Ratings9.8105 Ratings
CRM software integration00 Ratings5.299 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Gainsight CS
-
Ratings
Genesys Multicloud CX (discontinued)
8.5
107 Ratings
3% above category average
Inbound call routing00 Ratings9.0100 Ratings
Omnichannel inbound routing00 Ratings9.992 Ratings
Recording00 Ratings8.980 Ratings
Quality management00 Ratings8.180 Ratings
Call analytics00 Ratings8.188 Ratings
Historical reporting00 Ratings9.9103 Ratings
Live reporting00 Ratings8.9100 Ratings
Customer surveys00 Ratings6.864 Ratings
Customer interaction analytics00 Ratings7.173 Ratings
Best Alternatives
Gainsight CSGenesys Multicloud CX (discontinued)
Small Businesses
Intercom
Intercom
Score 8.7 out of 10
CloudTalk
CloudTalk
Score 9.3 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Cisco Webex Experience Management (discontinued)
Cisco Webex Experience Management (discontinued)
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Gainsight CSGenesys Multicloud CX (discontinued)
Likelihood to Recommend
8.9
(228 ratings)
7.7
(147 ratings)
Likelihood to Renew
6.8
(14 ratings)
7.9
(26 ratings)
Usability
8.8
(25 ratings)
6.9
(18 ratings)
Availability
8.2
(1 ratings)
8.0
(4 ratings)
Performance
6.4
(1 ratings)
7.1
(4 ratings)
Support Rating
9.0
(134 ratings)
8.7
(21 ratings)
In-Person Training
-
(0 ratings)
8.1
(3 ratings)
Online Training
5.5
(2 ratings)
7.3
(2 ratings)
Implementation Rating
6.3
(6 ratings)
3.8
(11 ratings)
Configurability
6.4
(1 ratings)
6.5
(3 ratings)
Ease of integration
-
(0 ratings)
1.9
(4 ratings)
Product Scalability
7.3
(1 ratings)
7.3
(4 ratings)
Vendor post-sale
6.4
(1 ratings)
7.3
(2 ratings)
Vendor pre-sale
-
(0 ratings)
7.3
(2 ratings)
User Testimonials
Gainsight CSGenesys Multicloud CX (discontinued)
Likelihood to Recommend
Gainsight
Gainsight CS is well suited for SaaS and Managed Services companies looking to have a centralized log of all their customer interactions and analysis of those customers' health so that CS and AM teams can be the best champions for their customers and interactions are not happening in silos. The new AI functionality being rolled out will have a massive impact on CSM's ability to manage time and add value.
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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
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Pros
Gainsight
  • Gainsight's Data Designer is a powerful tool that allows you to create new tables/data sets from different sources (Create a new table by merging Snowflake, SFDC and Gainsight data that you can use for reporting or be the engine of calls to actions)
  • The health score is great! with good data and the right workflows in place, you can easily create automated health scores by your desired segmentation
  • Journey Orchestrator is the best 1:M outreach tool I have seen from any CSP. Very flexible and comprehensive. Can also support surveys! JO can be used for all segments, not just your digital segments!
  • Gmail/Outlook integration - Our CSMs love that you can send an email and attach it to the gainsight account. You can also create a meeting note in Gainsight and email it to your customers!
  • Calls to Action/Playbooks are very customizable, interoperable with SFDC and a great way for CSMs to keep on top of their work and also a great tool for reporting outcomes and CSMs work throughout the year
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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
Gainsight
  • Would love to see a Gainsight OPs/Admin checklist that guides CS Ops team through specific pieces of information needed to execute specific playbooks (best practices)
  • When creating reports, sometimes it's difficult to find the correct variable that you are looking for as it's nested under various categories
  • Would love ability to "heatmap" specific individual customer engagement based on CSM inputted customer contacts at meetings
  • Would love to see more analysis on engagements - how often, how frequent - built into the product
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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.
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Likelihood to Renew
Gainsight
Gainsight offers a level of support that I've not experience before. They will work with you to come up with a solution to a problem - or help match you with another client that has a similar setup as you to get their feedback. Also the functionality that we have built within the software works for us. It's 'easy' to use (once you get the hang of it) and our users rather enjoy working in the software.
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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.
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Usability
Gainsight
I give it this score based on the implementation at my current employer. I don't know if it could be higher based on if the implementation went better, or if there is something on the vendor side that could help. If this were asked at my previous employer, I would have given it a score of 9 or 10.
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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.
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Reliability and Availability
Gainsight
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.
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Performance
Gainsight
There are some times when it can take almost a minute to load some of our reports or the rules engine. Within a rule it can also take time to load the actions as they each load one at a time when scrolling. The ability to scroll without waiting would be ideal
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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.
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Support Rating
Gainsight
The CSMs are very hands-on and helpful, both Elaine and Lane have provided a lot of guidance and value over the years. Support is responsive and will jump on things as needed. The thought leadership and community is probably the most valuable part of our support from Gainsight.
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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.
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In-Person Training
Gainsight
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.
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Online Training
Gainsight
The online videos are very good for basic tasks in the platform, but it isn't very descriptive or helpful trying to make your own specific variables fit the simple example that is typically used. Typically, I'll watch a video, try on my own and still have to get help from support or Customer Success team
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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.
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Implementation Rating
Gainsight
I was not part of the implantation (I took over later). However, based on what was passed to me, the tool was not well implemented at our org. I think this had to do with complexity, wrong person assigned in our org, and org buy-in. I think it would have been very successful if we had a better assignment process internally.
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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
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Alternatives Considered
Gainsight
We went through an evaluation of ChurnZero, which did not have the ability to pull in usage from complex data sets or to visualize it natively. ChurnZero did not offer the ability to run surveys or NPS which would have required additional tooling and investment
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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
Gainsight
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.
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Return on Investment
Gainsight
  • We increase account coverage by more than 20% through the tools within Gainsight CS to generate actions for our CSMs to prioritize accounts.
  • Now that we are using Success Plans, we are seeing 65-75% of customer outcomes realized within a 12-month period. This was something we weren't able to track before.
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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
ScreenShots

Gainsight CS Screenshots

Screenshot of Get notified when your sponsor moves with our social media tracker - Sponsor TrackingScreenshot of Get more face time with your customers with 60 second videos - GsnapScreenshot of Automate Calls-to-Action on customer risks, opportunities and lifecycle events, better prioritize tasks with AI-driven priority scoring and follow a step-by-step playbook to deliver a consistent, best-in-class customer experience.Screenshot of Our collection of best practice-based solutions can be deployed within your Gainsight instance to help you move quickly and realize value fasterScreenshot of Design dynamic, multi-step customer journeys that blend human and digital touchpoints to deliver personalized engagement at scale. Analyze data at every step and adjust to each customer's behavior to more effectively deliver the outcomes your customers desire.Screenshot of Organize your team’s activities around your customer's key objectives. Collaborate directly with customer stakeholders to realize their desired outcomes and demonstrate how your efforts translate to results.

Genesys Multicloud CX (discontinued) Screenshots

Screenshot of Altocloud in Workspace