Genesys Multicloud CX (discontinued) vs. Intradiem

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Genesys Multicloud CX (discontinued)
Score 7.8 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
Intradiem
Score 8.5 out of 10
Enterprise companies (1,001+ employees)
Intradiem in Alpharetta, Georgia offers their eponymous workforce scheduling optimization software for "Intraday Automation," or scheduling and task adjustments performed within the workday.N/A
Pricing
Genesys Multicloud CX (discontinued)Intradiem
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Genesys Multicloud CX (discontinued)Intradiem
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)Intradiem
Top Pros
Top Cons
Features
Genesys Multicloud CX (discontinued)Intradiem
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Genesys Multicloud CX (discontinued)
9.2
118 Ratings
10% above category average
Intradiem
-
Ratings
Agent dashboard9.9109 Ratings00 Ratings
Validate callers10.096 Ratings00 Ratings
Outbound response9.099 Ratings00 Ratings
Call forwarding8.189 Ratings00 Ratings
Click-to-call (CTC)9.083 Ratings00 Ratings
Warm transfer10.0105 Ratings00 Ratings
Predictive dialing9.281 Ratings00 Ratings
Interactive voice response10.0106 Ratings00 Ratings
REST APIs10.099 Ratings00 Ratings
Call scripts9.075 Ratings00 Ratings
Call tracking9.9103 Ratings00 Ratings
Multichannel integration9.9105 Ratings00 Ratings
CRM software integration5.199 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Genesys Multicloud CX (discontinued)
8.5
107 Ratings
3% above category average
Intradiem
-
Ratings
Inbound call routing9.0100 Ratings00 Ratings
Omnichannel inbound routing10.092 Ratings00 Ratings
Recording8.980 Ratings00 Ratings
Quality management8.180 Ratings00 Ratings
Call analytics8.088 Ratings00 Ratings
Historical reporting10.0103 Ratings00 Ratings
Live reporting9.0100 Ratings00 Ratings
Customer surveys6.864 Ratings00 Ratings
Customer interaction analytics7.173 Ratings00 Ratings
Best Alternatives
Genesys Multicloud CX (discontinued)Intradiem
Small Businesses
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.7 out of 10
8x8 Contact Center
8x8 Contact Center
Score 7.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.7 out of 10
Zoom Contact Center
Zoom Contact Center
Score 9.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 7.9 out of 10
Genesys Multicloud CX (discontinued)
Genesys Multicloud CX (discontinued)
Score 7.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Genesys Multicloud CX (discontinued)Intradiem
Likelihood to Recommend
7.8
(147 ratings)
9.4
(3 ratings)
Likelihood to Renew
7.9
(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
8.6
(21 ratings)
-
(0 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
1.6
(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)Intradiem
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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Intradiem
Given that I've been working in the call center industry for years upon years and knowing how well-streamlined the process of distributing training modules to a whole floor of agents all at once can be, I must say, Intradiem would have been a bit time saver back when I first started at similar workplaces. Training modules would be what I would say is its most appropriate usage, as opposed to direct communication on an IM basis.
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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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Intradiem
  • Great tools on easy activities tracking.
  • Effective behavior analytics production.
  • Easy communication tool.
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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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Intradiem
  • The functionality has been awesome since we deployed it.
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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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Intradiem
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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Intradiem
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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Intradiem
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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Intradiem
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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Intradiem
No answers on this topic
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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Intradiem
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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Intradiem
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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Intradiem
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).
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Intradiem
No answers on this topic
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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Intradiem
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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Intradiem
  • Saves time pinpointing agents that still need to complete tasks.
  • Saves time during the day to ensure tasks are completed before end of shift.
  • Ensures that priority tasks are completed in the right order.
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ScreenShots

Genesys Multicloud CX (discontinued) Screenshots

Screenshot of Altocloud in Workspace