Genesys Cloud CX vs. Genesys Multicloud CX (discontinued)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Genesys Cloud CX
Score 8.5 out of 10
N/A
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
$75
per month
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
Genesys Cloud CXGenesys Multicloud CX (discontinued)
Editions & Modules
Genesys Cloud CX 1 - Voice
$75
per month (billed annually) per user
Genesys Cloud CX 2 - Digital
$95
per month (billed annually) per user
Genesys Cloud CX 2 - Digital + Voice
$115
per month (billed annually) per user
Genesys Cloud CX 3 - Digital + WEM
$135
per month (billed annually) per user
Genesys Cloud CX 3 Digital + WEM + Voice
$155
per month (billed annually) per user
No answers on this topic
Offerings
Pricing Offerings
Genesys Cloud CXGenesys Multicloud CX (discontinued)
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsPricing plans can also be billed hourly.
More Pricing Information
Community Pulse
Genesys Cloud CXGenesys Multicloud CX (discontinued)
Considered Both Products
Genesys Cloud CX
Chose Genesys Cloud CX
I don't think there's much comparison. They're just different products that meet different customer needs.
Chose Genesys Cloud CX
Genesys PureEngage On-Premises.
Avaya CC Elite + CMS + EMC
Nice Recording system
Chose Genesys Cloud CX
Since i am well versed with Genesys and have more experience than any other Contact Center Products.
Chose Genesys Cloud CX
Genesys is leading the customer experience market by providing an omnichannel platform to achieve all your complex business goals within it. Sometimes tasks might be duplicated in other solutions but in Genesys Cloud (formerly PureCloud), tasks are done once and it can be …
Chose Genesys Cloud CX
Genesys has the most features and is best-in-class solution. Their routing engine is second to none.
Chose Genesys Cloud CX
It is a powerful platform with many tools in just one app; it helps with the objectives of the company and allows good and efficient communication between the team members, the company, and the clients.
Chose Genesys Cloud CX
I use Genesys Cloud to support our customers and also demonstrate their features. In direct contact, we are informed how easy and practical it becomes to use the platform through simplistic design. In addition to the various customizations possible a click or two away, not to …
Chose Genesys Cloud CX
Genesys Cloud calls are better as compared to those Hard Phones of Cisco System.
Chose Genesys Cloud CX
We use also Genesys Engage on Premises. Both offer great customer experience but we choose Genesys Cloud on mid-sized businesses, because it is an incredibly fast solution that is entirely based on Cloud servers (AWS) and does not require hardware infrastructure. Genesys Engage
Genesys Multicloud CX (discontinued)
Chose Genesys Multicloud CX (discontinued)
It has less functionality and is not cloud-based, so I feel like there is reduced capacity. Genesys Multicloud CX has limited functionality as it can't seem to expand compared to Genesys Cloud CX. Today's technology and other ones that I haven't used but have seen demos seem to …
Chose Genesys Multicloud CX (discontinued)
Engage was born first, Engage is more suitable if you [want] to have all services running on your server.
Chose Genesys Multicloud CX (discontinued)
The above mentioned technologies also provide the same solutions as Genesys Engage does. However, Genesys Engage leads this market as this solution package contains all the functionalities provided by different software mentioned above as distinct functionality is provided by …
Chose Genesys Multicloud CX (discontinued)
Genesys Engage products can be more justified to customer needs. Integrations to other systems are easier to implement.
Chose Genesys Multicloud CX (discontinued)
Genesys Cloud - it's more simple, for customers who don't want highly complex architecture, without great integrations and complex reports. Cloud doesn't have many logs to analyse the environment, in some cases, we need help from Factory Support.
Chose Genesys Multicloud CX (discontinued)
Genesys Engage Spoken IVR is amazing. It is a time saver not only for customers but for also developers. With it, customers can just speak their product instead of having to go through a long menu of options. In addition, reviewing real-time statistics is easy when using …
Chose Genesys Multicloud CX (discontinued)
Genesys Cloud is an evolving solution for SMB. Not as feature-rich and customizable as Genesys Engage but getting there.
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.
Chose Genesys Multicloud CX (discontinued)
Genesys Cloud on the other hand is completely abstract. There is only very little that you can do meaning only in terms of configuration alone. Edges sit on the premise and rest all stays with Genesys and Amazon. Though it saves lot of money and infrastructure, Genesys Cloud is …
Top Pros
Top Cons
Features
Genesys Cloud CXGenesys Multicloud CX (discontinued)
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Genesys Cloud CX
8.1
382 Ratings
3% below category average
Genesys Multicloud CX (discontinued)
9.1
118 Ratings
9% above category average
Agent dashboard7.9365 Ratings9.7109 Ratings
Validate callers7.9318 Ratings9.896 Ratings
Outbound response7.6283 Ratings9.199 Ratings
Call forwarding8.3307 Ratings8.389 Ratings
Click-to-call (CTC)8.4245 Ratings9.183 Ratings
Warm transfer8.5352 Ratings9.8105 Ratings
Predictive dialing7.8208 Ratings9.381 Ratings
Interactive voice response8.3299 Ratings9.9106 Ratings
REST APIs8.3251 Ratings9.899 Ratings
Call scripts8.4280 Ratings8.975 Ratings
Call tracking8.4343 Ratings9.8103 Ratings
Multichannel integration8.3275 Ratings9.6105 Ratings
CRM software integration7.8265 Ratings5.499 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Genesys Cloud CX
7.8
364 Ratings
6% below category average
Genesys Multicloud CX (discontinued)
8.6
107 Ratings
4% above category average
Inbound call routing8.5339 Ratings9.0100 Ratings
Omnichannel inbound routing8.0257 Ratings9.892 Ratings
Recording8.4344 Ratings9.080 Ratings
Quality management7.9314 Ratings8.380 Ratings
Call analytics7.9325 Ratings8.288 Ratings
Historical reporting7.6338 Ratings9.8103 Ratings
Live reporting7.8333 Ratings8.9100 Ratings
Customer surveys6.7198 Ratings6.864 Ratings
Customer interaction analytics7.6240 Ratings7.373 Ratings
Best Alternatives
Genesys Cloud CXGenesys Multicloud CX (discontinued)
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
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
Genesys Cloud CXGenesys Multicloud CX (discontinued)
Likelihood to Recommend
8.6
(406 ratings)
7.7
(147 ratings)
Likelihood to Renew
7.2
(37 ratings)
8.0
(26 ratings)
Usability
9.1
(68 ratings)
6.9
(18 ratings)
Availability
8.4
(6 ratings)
8.0
(4 ratings)
Performance
8.0
(6 ratings)
7.1
(4 ratings)
Support Rating
7.1
(97 ratings)
8.7
(21 ratings)
In-Person Training
7.7
(4 ratings)
8.1
(3 ratings)
Online Training
7.6
(10 ratings)
7.3
(2 ratings)
Implementation Rating
8.2
(18 ratings)
3.8
(11 ratings)
Configurability
8.2
(5 ratings)
6.5
(3 ratings)
Contract Terms and Pricing Model
7.6
(13 ratings)
-
(0 ratings)
Ease of integration
5.3
(7 ratings)
2.2
(4 ratings)
Product Scalability
8.4
(6 ratings)
7.3
(4 ratings)
Professional Services
7.6
(10 ratings)
-
(0 ratings)
Vendor post-sale
8.4
(7 ratings)
7.3
(2 ratings)
Vendor pre-sale
8.4
(7 ratings)
7.3
(2 ratings)
User Testimonials
Genesys Cloud CXGenesys Multicloud CX (discontinued)
Likelihood to Recommend
Genesys
As I said, I really like the platform because you consolidate everything in the same place. But for Brazil, it still has to adapt. For example, the time zone, the dialing rules. Dialing control is still not clear, it is not transparent. It still needs to evolve.
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
Read full review
Pros
Genesys
  • One thing that we really love is the bot capabilities. On our inbound calls for our contact center, we've got a voice spot, and that routes all of our calls for us. We've managed to move away from a traditional IBR and move to a single question for the majority of cases and the customers go through so much faster. So at the moment, the time it takes for a customer to get to our queue is about 27 seconds. Previously that was well over a minute. We've seen huge improvements with it.
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
Genesys
  • Mostly just little things I'd like to see. I know that, obviously, moving from one platform to another one, there's going to be bumps where we're used to doing something one way we have to learn the new way. So that hasn't been too much of a problem, but there are little quirks I think could be better.
  • I think searching through the menus could be a little easier instead of always having to go back to the main menu so then go to the next menu. That could be a little easier. And mostly just other little tweaks like with gamification on some of the scorekeeping would be a good thing.
Read full review
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.
Read full review
Likelihood to Renew
Genesys
The upcoming upgrades working with Genesys Cloud and Salesforce are very exciting. Even though we don't use Genesys Cloud to the fullest extent it can be used (we just migrated a year ago), when these upgrades roll out, I am very excited to see what it can do to for our agents. I think they are going to be very impressed
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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.
Read full review
Usability
Genesys
Everything is very good. It is very useful, friendly to users and it makes our work easier than what we expected. I think that I don't need any help from someone on how to use Genesys coz basically they will directly feed it to you without any hassle on using it.
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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
Genesys
We had a couple of times where there were application issues or unplanned outages, but they were resolved very quickly. We were never in the position where it was a total outage, which is very important.
Read full review
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
Genesys
The pages are loading quickly but not every time. There is a delay sometimes. About the integrations, everything is working as expected, there is no slow down.
Read full review
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
Genesys
Support does indeed resolve the issue but they seem to be really slow and I have to stay on them to get my ticket handled. Everyone I have interacted with is very professional and pleasant. Other than being slow its been a good experience
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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
Genesys
Genesys team that provide trainings are friendly and professional. They helped us to understand well the product and the functionalities. The training was detailed with use cases. At the end, we got a task to develop that ended with success and we got some Genesys rewards. It was amazing experience
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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
Genesys
I have taken the preparatory course for Genesys Cloud Certification. I must say that it is a good training for administrators and analysts. The bibliography is very clear and is easy to identify the topics, which are conveniently separated. It is, in my opinion, mandatory for those who want to exercise the position of Genesys Cloud platform administrators.
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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
Genesys
The support engineer that I partnered with during the implementation was exceptional. Every element of the process was done together and the end result of the efforts to grow the knowledge to be able to hand over at the end enabled a pretty smooth transition.
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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
Genesys
We actually evaluated quite a few products before we moved to Genesys Cloud CX. We had a vendor selection process which went for about six months, and it was pretty rigorous. Five9 was one of them. I think we didn't check out Topdesk so that they were out of the picture, but I think Nice inContact was also there as part of that. So those were the two top contenders. We like Genesys for their workforce management. Five9 - I think they were using some age-old software, to be honest, that was not as automated as Genesys, so we liked it.
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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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Contract Terms and Pricing Model
Genesys
Genesys provides Licensing in 3 tier subscription types of licenses on top based on any business requirements then any sort of feature/functionality inclusion (or removal) is discussed openly. There are 2 types of billing models available which are "Named" and "Concurrent" based on the type of roles users will perform in Genesys Cloud CX environment (eg. Agent, Supervisor, Administrator, and Business Users) Also, the billing period/frequency starts on the actual day the platform is delivered.
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Discontinued Products
No answers on this topic
Scalability
Genesys
We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
Read full review
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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Professional Services
Genesys
Professional services are definitely much more experienced than the support teams, and the price for their services is very fair. I wish that the support team could help answer simple questions about work that the PSS team does, however, so that we do not have to use our SOW for simple Q&A emails.
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Discontinued Products
No answers on this topic
Return on Investment
Genesys
  • That's a good question. I've been with the company for seven months. I don't know if there's been a huge impact on ROI or finances.
  • Now, in Genesys, I need a carrier that fits directly into Genesys. So, for us, that's going to cut the costs of having a traditional SBC with a traditional Telco. Genesys offers us that. You can't do that with another traditional telephone system. So one of the advantages, I think, for the dollar, is that I can bring my own carrier that fits directly into Genesys and eliminate the physical layer, so I can also play with my channels on that side. I can manage my telephone according to the times of year when the call centers are busier or less busy. From a financial point of view, that can be a positive thing.
  • In terms of return on investment, the company I work for had already been on Genesys PureConnect for years. So moving to PureCloud was a logical one because PureConnect was disappearing. I'm not sure if I have the answer, whether we've made savings or huge savings. One thing's for sure: ease of use, the whole customer experience aspect, the fact that we can chat and interact by email, these are things that weren't possible with the old versions. That's a positive thing.
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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

Genesys Cloud CX Screenshots

Screenshot of Genesys Cloud directories, used to find the right person in an organizationScreenshot of a dashboard where agents can see the activities in their queueScreenshot of a dashboard where contact center managers are shown key metricsScreenshot of the built-in Call Center Co-browsing capability

Genesys Multicloud CX (discontinued) Screenshots

Screenshot of Altocloud in Workspace