Genesys Multicloud CX (discontinued) vs. MiVoice Office Application Suite (Mitel Application Suite)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
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
MiVoice Office Application Suite
Score 7.4 out of 10
N/A
MiVoice Office Application Suite delivers a range of applications on top of the MiVoice Office 250 telephone system. Whether it be unified communications, mobile connectivity, call reporting, call recording or outbound dialing, MiVoice Office 250 customers can benefit from the enhanced performance, all delivered from a single server solution. It replaces the former Mitel Application Suite (MAS).N/A
Pricing
Genesys Multicloud CX (discontinued)MiVoice Office Application Suite (Mitel Application Suite)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Genesys Multicloud CX (discontinued)MiVoice Office Application Suite
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Genesys Multicloud CX (discontinued)MiVoice Office Application Suite (Mitel Application Suite)
Considered Both Products
Genesys Multicloud CX (discontinued)
Chose Genesys Multicloud CX (discontinued)
Since Genesys has solutions for all kinds of things, we only needed to support one system. Everything is now configured by Genesys and managed in one single location. This gives a lot of advantages engineering-wise since you don't need to have knowledge of multiple systems but …
MiVoice Office Application Suite

No answer on this topic

Top Pros
Top Cons
Features
Genesys Multicloud CX (discontinued)MiVoice Office Application Suite (Mitel Application Suite)
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Genesys Multicloud CX (discontinued)
9.1
118 Ratings
9% above category average
MiVoice Office Application Suite (Mitel Application Suite)
-
Ratings
Agent dashboard9.7109 Ratings00 Ratings
Validate callers9.896 Ratings00 Ratings
Outbound response9.199 Ratings00 Ratings
Call forwarding8.389 Ratings00 Ratings
Click-to-call (CTC)9.183 Ratings00 Ratings
Warm transfer9.8105 Ratings00 Ratings
Predictive dialing9.381 Ratings00 Ratings
Interactive voice response9.9106 Ratings00 Ratings
REST APIs9.899 Ratings00 Ratings
Call scripts8.975 Ratings00 Ratings
Call tracking9.8103 Ratings00 Ratings
Multichannel integration9.6105 Ratings00 Ratings
CRM software integration5.499 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Genesys Multicloud CX (discontinued)
8.6
107 Ratings
4% above category average
MiVoice Office Application Suite (Mitel Application Suite)
-
Ratings
Inbound call routing9.0100 Ratings00 Ratings
Omnichannel inbound routing9.892 Ratings00 Ratings
Recording9.080 Ratings00 Ratings
Quality management8.380 Ratings00 Ratings
Call analytics8.288 Ratings00 Ratings
Historical reporting9.8103 Ratings00 Ratings
Live reporting8.9100 Ratings00 Ratings
Customer surveys6.864 Ratings00 Ratings
Customer interaction analytics7.373 Ratings00 Ratings
Performance & Compatibility of Online Events Software
Comparison of Performance & Compatibility of Online Events Software features of Product A and Product B
Genesys Multicloud CX (discontinued)
-
Ratings
MiVoice Office Application Suite (Mitel Application Suite)
10.0
1 Ratings
21% above category average
High quality audio00 Ratings10.01 Ratings
High quality video00 Ratings10.01 Ratings
Online Meetings / Events
Comparison of Online Meetings / Events features of Product A and Product B
Genesys Multicloud CX (discontinued)
-
Ratings
MiVoice Office Application Suite (Mitel Application Suite)
10.0
1 Ratings
23% above category average
Meeting initiation00 Ratings10.01 Ratings
Online Events Security
Comparison of Online Events Security features of Product A and Product B
Genesys Multicloud CX (discontinued)
-
Ratings
MiVoice Office Application Suite (Mitel Application Suite)
10.0
1 Ratings
29% above category average
Participant roles & permissions00 Ratings10.01 Ratings
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Genesys Multicloud CX (discontinued)
-
Ratings
MiVoice Office Application Suite (Mitel Application Suite)
8.5
8 Ratings
5% above category average
Hosted PBX00 Ratings8.24 Ratings
Multi-level Interactive Voice Response (IVR)00 Ratings8.64 Ratings
Directory of employee names00 Ratings10.08 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
Genesys Multicloud CX (discontinued)
-
Ratings
MiVoice Office Application Suite (Mitel Application Suite)
10.0
8 Ratings
20% above category average
Answering rules00 Ratings10.08 Ratings
Call recording00 Ratings10.06 Ratings
Call park00 Ratings10.08 Ratings
Call screening00 Ratings10.06 Ratings
Message alerts00 Ratings10.08 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
Genesys Multicloud CX (discontinued)
-
Ratings
MiVoice Office Application Suite (Mitel Application Suite)
9.2
5 Ratings
7% above category average
Mobile app for iOS00 Ratings9.45 Ratings
Mobile app for Android00 Ratings8.93 Ratings
Best Alternatives
Genesys Multicloud CX (discontinued)MiVoice Office Application Suite (Mitel Application Suite)
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
Nextiva Business Phone Service
Nextiva Business Phone Service
Score 9.1 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Nextiva Business Phone Service
Nextiva Business Phone Service
Score 9.1 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Cisco Unified Communications Manager (Call Manager)
Cisco Unified Communications Manager (Call Manager)
Score 8.6 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Genesys Multicloud CX (discontinued)MiVoice Office Application Suite (Mitel Application Suite)
Likelihood to Recommend
7.7
(147 ratings)
9.0
(8 ratings)
Likelihood to Renew
8.0
(26 ratings)
-
(0 ratings)
Usability
6.9
(18 ratings)
-
(0 ratings)
Availability
8.0
(4 ratings)
-
(0 ratings)
Performance
7.1
(4 ratings)
-
(0 ratings)
Support Rating
8.7
(21 ratings)
8.8
(4 ratings)
In-Person Training
8.1
(3 ratings)
-
(0 ratings)
Online Training
7.3
(2 ratings)
-
(0 ratings)
Implementation Rating
3.8
(11 ratings)
-
(0 ratings)
Configurability
6.5
(3 ratings)
-
(0 ratings)
Ease of integration
2.2
(4 ratings)
-
(0 ratings)
Product Scalability
7.3
(4 ratings)
-
(0 ratings)
Vendor post-sale
7.3
(2 ratings)
-
(0 ratings)
Vendor pre-sale
7.3
(2 ratings)
-
(0 ratings)
User Testimonials
Genesys Multicloud CX (discontinued)MiVoice Office Application Suite (Mitel Application Suite)
Likelihood to Recommend
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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Mitel Networks Corporation
Mitel is useful for larger organizations where instant messaging can be used throughout departments and in-house phones need to be set to cell phones. I wouldn't say that it's not appropriate for smaller organizations, but they might not need all of the robust features that Mitel offers. The user experience is extremely intuitive and organizations of any scale will be able to easily navigate it.
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Pros
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
Mitel Networks Corporation
  • Call reporting
  • Voicemail system and transfers: This is one of my favorite features! I am able to transfer voicemails and leave notes for my team. It also comes in an email notification.
  • Integrated with our email system.
Read full review
Cons
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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Mitel Networks Corporation
  • It would be nice if they had more documentation on how to do things within the system that was easier to find.
  • The software has so many features that it can be overwhelming.
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Likelihood to Renew
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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Mitel Networks Corporation
No answers on this topic
Usability
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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Mitel Networks Corporation
No answers on this topic
Reliability and Availability
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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Mitel Networks Corporation
No answers on this topic
Performance
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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Mitel Networks Corporation
No answers on this topic
Support Rating
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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Mitel Networks Corporation
Great technical support. My only recommendation would be to have staffed support after hours. They have an after hours answering service and while the technicians always called back it would be good to reach support immediately 24/7. Technicians are very knowledgeable and helpful as is their sales staff. They also have great training to take.
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In-Person Training
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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Mitel Networks Corporation
No answers on this topic
Online Training
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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Mitel Networks Corporation
No answers on this topic
Implementation Rating
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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Mitel Networks Corporation
No answers on this topic
Alternatives Considered
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
Mitel Networks Corporation
In retrospect, Mitel was not the right solution for us but it has sufficed while we look for a replacement that integrates with our CRM. Skype for Business was being phased out, we were currently using RingCentral, and we anticipated the conversion back to ShoreTel (we had a hosted environment in the past) would be similar to our previous experience with the system. The Cloud-based software and technology, however, did not meet up to the hosted environments capabilities, at least when it came to call-management
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Scalability
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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Mitel Networks Corporation
No answers on this topic
Return on Investment
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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Mitel Networks Corporation
  • Efficient, easy to use conference system for better communication
  • Useful mobile app to allow employee presence while out of office.
  • Global directory removed the need for employees to maintain one.
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ScreenShots

Genesys Multicloud CX (discontinued) Screenshots

Screenshot of Altocloud in Workspace