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.
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Sprinklr Service
Score 8.0 out of 10
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Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables seamless customer & agent experience across 30+ digital, social and voice channels, and delivers real-time actionable & scalable insights. Sprinklr Service – Enables customers to interact with a brand on their preferred channel for a consistent brand experience. Empowers agents with unified/360 customer view and…
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
Sprinklr Modern Care is great when paired with a chatbot or with larger, more complex teams that have varied skill sets or languages. It is also great for smaller, niche focus teams as it provides the majority of what all organizations will require from routing, to case assignment to governance and reporting
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.
Merge topics: I work for a TV show website and TV fans often write in asking the same questions (ie: How do I watch a show? Has ____ been canceled? etc). The ability to merge duplicate questions to one master FAQ topic allows managers to keep our community organized, keep track of how many people have the same question, and save time that would otherwise be spent replying to each person individually.
Multiple management seats/levels: Sprinklr Modern Care allows managers to delegate community management tasks to interns and moderators by giving them access to certain features of our forum without giving them "full control" of our account.
Official responses: We're able to make sure our employee responses don't get lost in the shuffle of busy conversation on our forums by marking certain responses as "official." This adds a special badge to important replies and pins them to the top, so users can more easily access the most relevant/accurate response to the issue they're reporting or question they're asking.
Easy moderator sorting/view: The manager console allows community managers to customize the way they view the forum, and therefore more easily spot high-priority items. Sort by post date, number of replies on a topic, or filter posts to view topics that have not yet been addressed by an employee to make sure nothing slips through the cracks.
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.
I find it difficult to dive into analytics for each social post. The reporting tool gives me an overview of the channels but I would love to look at a breakdown of each post performance.
You currently can't add closed caption subtitles to videos uploaded through Sprinklr so this results in having to revert to the native platform.
I would love to be able to set up a newsfeed that includes posts from a number of our partner accounts, so I can keep up to date with what they're posting.
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.
The biggest reason we renewed, and kept up with Sprinklr Modern Care is because it is an active community and there is customer buy-in already. They continue to update and improve the product, but more importantly, the customers are using it. It's easy to switch products when it's not an active component in your daily structure, but switching and migrating the data or providing alternatives becomes difficult when customers have grown accustomed to a specific experience. As long as they continue to improve the available features and the community stays active, renewed use will continue.
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.
I've spent year designing products so I'm a tough judge when it comes to other solutions. It's clear that Sprinklr Modern Care was designed for the average online consumer with a very user friendly interface. They have made improvements to the admin tools to make that area of the product easier to use as well.
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.
No issues with system availability. They manage updates in off-peak hours and I usually don't notice the changes until I log into the system the next day.
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.
Performance is great and is not negatively effecting our processes. We have to make sure it doesn't effect out load times. Not currently seeing any issues with widgets affecting page load times.
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.
I know the Sprinklr conference calls have been helpful, but sometimes submitting a ticket can be a little daunting. In the past, we've included information in screenshots that are then asked for by a member of the support staff. The turnaround time has been between 3 days, which isn't horrible.
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.
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.
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
Basic setup took me less than 30 minutes. This includes initial configuration, putting in the initial content, and getting the look-and-feel customized. The domain routing took the normal lag time any other website or blogging service. The really important thing was to get the user accounts setup and begin seeding the system with content before a public launch.
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).
First, we had a social studio which was good in terms of functionalities but slow. After that, we had the chance to use Talkwalker & social bakers which were good tools yet not enough compares to Sprinklr
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.
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.
Improved self-support. Many customers are able to find answers to their questions without even posting to our community
Excellent peer support. Our customers excel at helping each other. We are lucky to have community members who are experts at our product and many of them are generous with their time and assist newcomers before our community managers are able to!
