Gainsight PX vs. Genesys Multicloud CX (discontinued)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Gainsight PX
Score 7.1 out of 10
N/A
For SaaS products, Gainsight's product experience software enables companies to track every step of their user's journey and fully understand how they're interacting with a product over time.
$0
100 or less MAUs (Monthly Active Users)
Genesys Multicloud CX (discontinued)
Score 7.5 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 PXGenesys Multicloud CX (discontinued)
Editions & Modules
Starter (Free)
$0
100 or less MAUs (Monthly Active Users)
Starter
Starting at $400/M
500+ MAUs (Monthly Active Users)
Growth
Custom
Per MAUs (Monthly Active Users) and more
No answers on this topic
Offerings
Pricing Offerings
Gainsight PXGenesys Multicloud CX (discontinued)
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Gainsight PXGenesys Multicloud CX (discontinued)
Top Pros
Top Cons
Features
Gainsight PXGenesys Multicloud CX (discontinued)
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Gainsight PX
-
Ratings
Genesys Multicloud CX (discontinued)
9.1
118 Ratings
9% above category average
Agent dashboard00 Ratings9.8109 Ratings
Validate callers00 Ratings9.996 Ratings
Outbound response00 Ratings9.199 Ratings
Call forwarding00 Ratings8.289 Ratings
Click-to-call (CTC)00 Ratings9.183 Ratings
Warm transfer00 Ratings9.9105 Ratings
Predictive dialing00 Ratings9.381 Ratings
Interactive voice response00 Ratings9.9106 Ratings
REST APIs00 Ratings9.899 Ratings
Call scripts00 Ratings8.975 Ratings
Call tracking00 Ratings9.8103 Ratings
Multichannel integration00 Ratings9.7105 Ratings
CRM software integration00 Ratings5.499 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Gainsight PX
-
Ratings
Genesys Multicloud CX (discontinued)
8.5
107 Ratings
3% above category average
Inbound call routing00 Ratings9.0100 Ratings
Omnichannel inbound routing00 Ratings9.892 Ratings
Recording00 Ratings8.980 Ratings
Quality management00 Ratings8.280 Ratings
Call analytics00 Ratings8.288 Ratings
Historical reporting00 Ratings9.8103 Ratings
Live reporting00 Ratings8.9100 Ratings
Customer surveys00 Ratings6.864 Ratings
Customer interaction analytics00 Ratings7.273 Ratings
Best Alternatives
Gainsight PXGenesys Multicloud CX (discontinued)
Small Businesses
Fullstory
Fullstory
Score 8.4 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Whatfix
Whatfix
Score 9.3 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Whatfix
Whatfix
Score 9.3 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 PXGenesys Multicloud CX (discontinued)
Likelihood to Recommend
7.6
(26 ratings)
7.7
(147 ratings)
Likelihood to Renew
8.2
(1 ratings)
8.0
(26 ratings)
Usability
-
(0 ratings)
6.9
(18 ratings)
Availability
-
(0 ratings)
8.0
(4 ratings)
Performance
-
(0 ratings)
7.1
(4 ratings)
Support Rating
7.3
(23 ratings)
8.7
(21 ratings)
In-Person Training
-
(0 ratings)
8.1
(3 ratings)
Online Training
-
(0 ratings)
7.3
(2 ratings)
Implementation Rating
-
(0 ratings)
3.8
(11 ratings)
Configurability
-
(0 ratings)
6.5
(3 ratings)
Ease of integration
7.7
(14 ratings)
2.1
(4 ratings)
Product Scalability
-
(0 ratings)
7.3
(4 ratings)
Vendor post-sale
-
(0 ratings)
7.3
(2 ratings)
Vendor pre-sale
-
(0 ratings)
7.3
(2 ratings)
User Testimonials
Gainsight PXGenesys Multicloud CX (discontinued)
Likelihood to Recommend
Gainsight
Gainsight PX is well suited for companies that are looking to measure customer engagement, usage, and adoption of their products and services. It is also well suited for companies that are looking to gain insights into customer behavior and preferences. Gainsight PX can be used to track customer journeys and measure customer satisfaction.

On the other hand, Gainsight PX is less appropriate for companies that are looking to measure sales performance or customer lifetime value. It is also not well suited for companies that are looking to measure customer retention or customer churn.
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
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Pros
Gainsight
  • Backfilling data. Many tools do not have the ability to be tracking elements once they are available and then pull it in and have historical views. You're not starting from scratch once you identify something.
  • Educational Engagements. There are a ton of options for in-app messaging and its very customizable and easy to set up.
  • Product Mapper. Organizing and shifting structure is easy to change. Setting multiple rules on a feature and confirming what you tagged is easy to do.
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
Gainsight
  • Walk through functionality is weaker than other providers. If you ask a user to do something on screen, and that action reloads the page, the tour closes. This shortcoming is the primary cause for us using another walkthrough tool.
  • There is no global CSS styling for PX modals. When I make a new CSS refinement, it's limited to that one engagement only. Everytime I have a new message to deliver, I know picking a correct tour type, finding a good starting place in existing CSS and content, working over the CSS to handle new content will all take more time that it takes in other tools with universal styling controls.
  • The page reload tour cancelation also affects surveys. Want to send a CES survey after a user clicks a button that causes a URL change? You can't. Indirectly, you can load the survey if the user has clicked the button < 1 day ago, and is on URL X. If the URL is the same before and after the button click, even this work around wont work.
  • Not sure how effective PX is on mobile, the functionality did not exist while we were building our mobile app, and we've yet to add it in.
  • Would be nice if it could integrate our knowledge base, but only one KB vendor was supported (not our Freshdesk) last I looked
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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
I like the product, find it pretty easy to use. As we move forward, looking forward to using more of the functionality.
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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
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.
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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
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.
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Support Rating
Gainsight
I have not had to contact support frequently but when I have I used the chat and my questions were answered immediately. I've also used their knowledge center, help documentation and training videos which are all very thorough. The support we've received from our Customer Success Manager has been helpful as well.
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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
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.
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Implementation Rating
Gainsight
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
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Alternatives Considered
Gainsight
Heap has a great value proposition and very nice user experience. But it lacks the clear funnel analysis that Gainsight PX provides. Plus Heap also does not have integration with a lot of CRMs and Customer data platforms. Also, Additionally if you go in the market to find Heap implementors or SI vendors, you won't find any.
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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).
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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
  • Allow us to integrate actual product usage with Salesforce.
  • Too much developer time went into it, especially when the premise was that this was mostly going to be handled by the Product team. This was mostly because the Gainsight PX event editor doesn't support more complex querying on events.
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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.
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ScreenShots

Gainsight PX Screenshots

Screenshot of Access all of your key metrics in one place.Screenshot of PX Dashboards offer an interactive way of viewing data. By default, Gainsight provides you with the Gainsight PX Dashboard, but you can create separate Dashboards for each user, based on their requirements. 

For example, you can create a Dashboard, set it to private and grant access only to the top-level executives who are interested in viewing the performance of company KPIs. You can create a Dashboard for a Product Manager and include widgets which show key metrics for the product they own.Screenshot of Gainsight PX connects directly to your CRM and other customer data sources, letting you leverage custom events with no limits on what you can explore – all without using any query language.

Track specific events and compare any number of different cohorts and behaviors to learn more about a specific behavior or validate a specific hypothesis. You can use the group by functionality to aggregate results based on specific fields, and you can analyze custom event properties based on the property values. This may come handy when you want to measure the event properties such as video play counts or monetary values you're passing to Gainsight PX via custom events.Screenshot of Product Mapper® is an easy to use way of describing your product features with a simple "point, click and describe."   Each mapped feature can be viewed hierarchically within your Product Feature Tree®.   

Features can be organized in any way that makes sense for your particular application.  For example, you can organize by modules and features or you can nest sub-modules under modules and add features at any level.Screenshot of You can use existing templates while setting up Guide engagements. You can even save the newly created/modified template and use the saved template in the future in order to save time. Once you select the template, you can modify your template–no coding required, but it's there if you want it.Screenshot of Present targeted and timely in-app surveys so you can get more relevant feedback from the right people to better understand their needs and wants, and easily see the results in real-time.

Genesys Multicloud CX (discontinued) Screenshots

Screenshot of Altocloud in Workspace