Genesys Multicloud CX (discontinued) vs. Genesys PureConnect (discontinued)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Genesys Multicloud CX (discontinued)
Score 8.5 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
Genesys PureConnect (discontinued)
Score 8.2 out of 10
N/A
Genesys PureConnect was an omnichannel contact center platform that offered cloud-based or on-premise deployments. It featured a SIP-based architecture with VoIP capabilities, allowing companies to connect legacy voice systems and use existing phones. A legacy product, new users are encouraged to investigate Genesys Cloud.N/A
Pricing
Genesys Multicloud CX (discontinued)Genesys PureConnect (discontinued)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Genesys Multicloud CX (discontinued)Genesys PureConnect (discontinued)
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)Genesys PureConnect (discontinued)
Considered Both Products
Genesys Multicloud CX (discontinued)
Chose Genesys Multicloud CX (discontinued)
Genesys Multicloud CX (formerly Genesys Engage) is a lot more complex than Genesys PureConnect. In addition, it seems like Genesys never makes Genesys Multicloud CX (formerly Genesys Engage) easier to manage--features are added, UIs and are created, but it doesn't seem like the …
Chose Genesys Multicloud CX (discontinued)
We chose it for a better customer experience, and I think the most practical way to achieve this is Genesys Power Routing. You can watch all Routing operations live. All audio and digital industries enable us to combine business elements and inbound and outbound interactions. …
Chose Genesys Multicloud CX (discontinued)
Genesys Multicloud CX has the Enterprise, Bulk solution and ability to be customized to an extent that no other product has. I would say that any of the Genesys products has a leading edge on the competition, and suits brackets of their own on the market, and for us, the …
Chose Genesys Multicloud CX (discontinued)
Greater form of flexibility when it comes to integrating it with our backend systems. We were not limited by the connection specifications of the previous solution.
Chose Genesys Multicloud CX (discontinued)
Genesys Engage combines the flexibility to be able to integrate and create every customer journey a customer wants together with the possibility to create your own configuration interface to manage the most common day to day options for let's say a supervisor.
Chose Genesys Multicloud CX (discontinued)
Previously, we were using IN-IN call center technology. After that, we moved and began to use Genesys Engage. This is a big leap for us. The reason for this change was a refreshment on our IVR and routing ability. We got really good customer feedback after this change.
Chose Genesys Multicloud CX (discontinued)
Genesys Engage is the leader in contact center platforms.
Chose Genesys Multicloud CX (discontinued)
The way I see Genesys is much more intuitive and configurable than the rest of CTI applications. It is very dynamic at the time of setting up and very entertaining at the same time as fun for a technician.
Genesys PureConnect (discontinued)

No answer on this topic

Top Pros
Top Cons
Features
Genesys Multicloud CX (discontinued)Genesys PureConnect (discontinued)
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Genesys Multicloud CX (discontinued)
8.7
118 Ratings
3% above category average
Genesys PureConnect (discontinued)
7.0
61 Ratings
18% below category average
Agent dashboard8.9109 Ratings5.352 Ratings
Validate callers9.296 Ratings6.546 Ratings
Outbound response9.499 Ratings6.439 Ratings
Call forwarding9.989 Ratings7.953 Ratings
Click-to-call (CTC)9.883 Ratings5.242 Ratings
Warm transfer9.2105 Ratings8.354 Ratings
Predictive dialing9.382 Ratings6.835 Ratings
Interactive voice response7.9106 Ratings7.242 Ratings
REST APIs8.799 Ratings7.835 Ratings
Call scripts7.475 Ratings6.937 Ratings
Call tracking8.7103 Ratings8.052 Ratings
Multichannel integration7.6105 Ratings6.942 Ratings
CRM software integration7.099 Ratings7.336 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Genesys Multicloud CX (discontinued)
8.8
107 Ratings
3% above category average
Genesys PureConnect (discontinued)
7.5
52 Ratings
13% below category average
Inbound call routing9.0101 Ratings8.249 Ratings
Omnichannel inbound routing9.092 Ratings8.137 Ratings
Recording9.081 Ratings8.650 Ratings
Quality management9.880 Ratings7.044 Ratings
Call analytics9.388 Ratings7.741 Ratings
Historical reporting9.0103 Ratings7.350 Ratings
Live reporting8.1100 Ratings8.246 Ratings
Customer surveys6.965 Ratings6.134 Ratings
Customer interaction analytics9.073 Ratings6.029 Ratings
Best Alternatives
Genesys Multicloud CX (discontinued)Genesys PureConnect (discontinued)
Small Businesses
Broadvoice
Broadvoice
Score 9.2 out of 10
Broadvoice
Broadvoice
Score 9.2 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.2 out of 10
CloudTalk
CloudTalk
Score 9.2 out of 10
Enterprises
Webex Contact Center
Webex Contact Center
Score 9.1 out of 10
Webex Contact Center
Webex Contact Center
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Genesys Multicloud CX (discontinued)Genesys PureConnect (discontinued)
Likelihood to Recommend
9.4
(147 ratings)
7.0
(113 ratings)
Likelihood to Renew
8.0
(26 ratings)
8.6
(12 ratings)
Usability
7.0
(18 ratings)
8.9
(9 ratings)
Availability
8.0
(8 ratings)
9.1
(6 ratings)
Performance
7.1
(8 ratings)
8.8
(6 ratings)
Support Rating
8.9
(33 ratings)
8.0
(16 ratings)
In-Person Training
8.1
(3 ratings)
8.2
(4 ratings)
Online Training
7.3
(2 ratings)
8.3
(3 ratings)
Implementation Rating
5.0
(27 ratings)
6.1
(21 ratings)
Configurability
6.5
(6 ratings)
9.0
(4 ratings)
Ease of integration
4.5
(5 ratings)
8.1
(4 ratings)
Product Scalability
7.3
(4 ratings)
8.2
(3 ratings)
Vendor post-sale
7.3
(4 ratings)
8.8
(6 ratings)
Vendor pre-sale
7.3
(4 ratings)
8.8
(6 ratings)
User Testimonials
Genesys Multicloud CX (discontinued)Genesys PureConnect (discontinued)
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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Discontinued Products
CIC is best suited for business models that rely on heavily leverage Data Integration especially one like ours that require real-time and high-speed data access for billing and customer integration. CIC is not well suited for small organizations < 50 where they are only answering phones in the course of doing business VS. the business is the phone.
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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.
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Discontinued Products
  • Purely Software Based System: On Microsoft OS. It is an all software-based system making it easy to manage, integrate and interface with other systems
  • One Vendor: All modules, IVR, ACD, Dialer, WFM are from one vendor. So, no compatibility and latency issues at all.
  • Superb Notifier Service: You don't have to restart any process or service for a change to take effect.
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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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Discontinued Products
  • Licensing can be challenging and very expensive.
  • Client templates are hard to administer and are built very different than the rest of the functionality.
  • Web desktop has been slow to come along and include all the features.
  • Optimizer is very sub-par product.
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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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Discontinued Products
We are so embedded on Pure Connect that we like to progress with it. For instance, we are looking into ways to provide different solutions to our customers, help our business to succeed, and work in a better CX.
One of the biggest advantages is that all is in one platform.
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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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Discontinued Products
Our new hire Contact Center agents are able to pick it up quickly and intuitively use it without many questions. As an Admin I was able to learn it quickly with out much training by using internal and external resources
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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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Discontinued Products
The application itself uses a hub and spoke model that can help isolate errors in one section of the application from the rest, creating a much more stable overall program. Of all of the outages that we've had with our contact center platform, I can count on one hand how often it was truly a Genesys issue rather than a network issue, server issue or issue with a platform relied upon for an integration (web services, db calls).
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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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Discontinued Products
Some of the client applications take a bit of time on initial load, but with the move towards web based applications that issue is alleviated. You can tell that effort really isn't putting into the desktop apps any longer and that the client development effort is being put into bringing Interaction Connect closer to feature parity with the desktop (and bringing wholly new features to Connect). As far as IVR operations, web service calls, database operations: they all operate reasonably.
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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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Discontinued Products
Some cases are resolved quickly others are taking longer and the reseller sometimes has to chase support several times and explain the issue seen several times. While being a direct customer before, I recognise this and it seems that when a case moves to another engineer they don’t read the previous case notes or don’t understand what has been done. This, from a customers perspective, slows down resolution times.
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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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Discontinued Products
I liked the setup of the whole class. The instructor knew the topic well enough to answer questions from entry level to a more advanced one.
Instructor encouraged participation of the whole class and was able to engage every one. Also provided "real live" examples so everyone can relate to it.
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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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Discontinued Products
The online training itself is good. You are provided resources and can self study to a certain point, but the pacing always felt off. Either snails pace or like trying to drink from a fire hose. I think this easily could have had to do with course material and my personal preparations, though. I would say my main gripe is that since the acquisition the team responsible for actually booking training is very unresponsive and often not knowledgeable about the courses they offer. Booking my last training was a real chore.
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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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Discontinued Products
Don't try to go the perfect solution as a first target. Work on answer the more needs with a simple solution. Then analyse and try again to answer the most needs with adding a bit if complexity only if require. No needs to customise straight from the beginning or deployment takes too long.
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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).
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Discontinued Products
Call Manager, you had to buy all the components that are out of the box for PureConnect. The licensing model is more expensive on the Cisco side vs the Genesys PureConnect side. Lastly was on the Cisco side since you have to connect/integrate all the components on the cisco side you have to have so many vendors to install those parts. This drives the cost up even more so it was not worth going that route for our organization.
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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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Discontinued Products
Genesys PureConnect's core and adjunct model allows for fairly easy growth in satellite locations via off site session managers, remote located media servers, remote content servers, etc to allow you to spread the infrastructure out while not pushing as much network traffic to your core data centers.
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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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Discontinued Products
  • We're improving our CX by optimizing our call centers, using additional attributes and keys to identify the best rep for the job.
  • We are also streamlining the journey of each individual customer by using PureConnect as the central interface for omnichannel interactions, allowing us to pick up the conversation where we left off.
  • Using additional attributes that start with the contact center interaction, we're able to track a student journey and proactively step in - increasing our individualized support to focus on the student outcome.
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ScreenShots

Genesys Multicloud CX (discontinued) Screenshots

Screenshot of Altocloud in Workspace

Genesys PureConnect (discontinued) Screenshots

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