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Genesys Multicloud CX (discontinued)

Genesys Multicloud CX (discontinued)
Formerly Genesys Engage

Overview

What is Genesys Multicloud CX (discontinued)?

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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Recent Reviews

Genesys for Sales

10 out of 10
June 30, 2022
Incentivized
We are able to run our operations into one single platform with Omnichannel capabilities, simplify operations management, increase …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 22 features
  • Interactive voice response (106)
    9.9
    99%
  • Warm transfer (105)
    9.8
    98%
  • Agent dashboard (109)
    9.7
    97%
  • Multichannel integration (105)
    9.6
    96%

Reviewer Pros & Cons

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Pricing

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N/A
Unavailable

What is Genesys Multicloud CX (discontinued)?

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.

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.genesys.com/platform/pureen…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Would you like us to let the vendor know that you want pricing?

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Alternatives Pricing

What is Genesys Cloud CX?

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.

What is Broadvoice?

Broadvoice is a provider of hosted voice, UCaaS, CCaaS, and CX solutions for small and mid-market enterprises and BPOs. Broadvoice solutions offer enterprise-class features to simplify communications and streamline operations.

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Features

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

9.1
Avg 8.4

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

8.6
Avg 8.3
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Product Details

What is Genesys Multicloud CX (discontinued)?

Genesys Multicloud CX (formerly Genesys Engage) is the Genesys Customer Engagement Platform for the enterprise. It is designed to be flexible for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations.

Genesys Multicloud CX (formerly Genesys Engage) aims to help users manage both the customer and employee experience, across all channels, with the power of Artificial Intelligence and Machine Learning. Users can integrate their systems, which the vendor says can help organizations leverage their existing investments. The goal is to unify all customer-engaging teams—from marketing and sales through service and support--so that customers and employees have a smoother journey.

The vendor promises Genesys Multicloud CX (formerly Genesys Engage) is easy to use. It is designed enable rapid deployment, easy configuration and administration. Organizations can turn on new applications and services when needed.

Genesys Multicloud CX (formerly Genesys Engage) offers flexible deployment options. Businesses can choose their consumption model—cloud, on-premises subscription or perpetual on-premises licensing. The system also offers extensive customizability through open APIs and web standards. The vendor says users can extend capabilities to deliver operational efficiencies and a superior customer experience company-wide.

Genesys Multicloud CX (discontinued) Features

Contact Center Software Features

  • Supported: Agent dashboard
  • Supported: Validate callers
  • Supported: Outbound response
  • Supported: Call forwarding
  • Supported: Click-to-call (CTC)
  • Supported: Warm transfer
  • Supported: Predictive dialing
  • Supported: Interactive voice response
  • Supported: REST APIs
  • Supported: Call scripts
  • Supported: Call tracking
  • Supported: Multichannel integration
  • Supported: CRM software integration
  • Supported: Automatic speech recognition (ASR)
  • Supported: Natural language processing for IVR
  • Supported: Communications forecasting

Workforce Optimization (WFO) Features

  • Supported: Inbound call routing
  • Supported: Omnichannel inbound routing
  • Supported: Recording
  • Supported: Quality management
  • Supported: Call analytics
  • Supported: Historical reporting
  • Supported: Live reporting
  • Supported: Customer surveys
  • Supported: Customer interaction analytics

Omnichannel support Features

  • Supported: Email
  • Supported: Voice (phone)
  • Supported: VoIP
  • Supported: SMS/Text
  • Supported: Video channel
  • Supported: Live chat channel
  • Supported: Co-browse
  • Supported: Screen-share
  • Supported: Social media channels
  • Supported: Mobile applications

Predictive Analytics Features

  • Supported: Intelligent call routing
  • Supported: Chatbots
  • Supported: AI assistance for live agents

Additional Features

  • Supported: Voice Routing
  • Supported: Web Chat
  • Supported: Email Response
  • Supported: SMS
  • Supported: Predictive Web Engagement
  • Supported: Work Item Prioritization and Routing (iWD)
  • Supported: Skills DNA for skills assessment and analysis

Genesys Multicloud CX (discontinued) Screenshots

Screenshot of Altocloud in Workspace

Genesys Multicloud CX (discontinued) Video

Cleartrip, an online travel company that provides comprehensive travel experiences throughout India and the Persian Gulf region, uses the tagline “Making Travel Simple.” As a one-stop shop for their customers’ travel needs, Cleartrip sought a similar DNA for their telecom requ...
 Show More

Genesys Multicloud CX (discontinued) Integrations

Genesys Multicloud CX (discontinued) Competitors

Genesys Multicloud CX (discontinued) Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows, Linux
Mobile ApplicationApple iOS, Android, Custom Push Service

Frequently Asked Questions

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.

Avaya IP Office, NICE CXone, and 8x8 Contact Center are common alternatives for Genesys Multicloud CX (discontinued).

Reviewers rate Interactive voice response highest, with a score of 9.9.

The most common users of Genesys Multicloud CX (discontinued) are from Enterprises (1,001+ employees).
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Comparisons

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Reviews and Ratings

(343)

Attribute Ratings

Reviews

(51-75 of 147)
Companies can't remove reviews or game the system. Here's why
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Genesy Engage is being used in B2B2C and B2C in multiple organizations, helping us with communication with our customers via email, voice, chat and outbound dialer. Switching to this system has increased visibility on metrics and being able to easily switch skills based on volume.
  • Communication with Salesforce tickets and working on a resolution with high priority tickets.
  • Resources of knowledgeable people to assist with growing and upgrading our system.
  • Many articles for a self-teaching knowledge base if you want to try something on your own.
  • There are some key features more specific to Genesys email that need improvements that did not come out of box, such as being able to complete multiple emails at once, threading emails, and how many emails you are able to view regardless of the actual quantity.
  • We recently had a Designer upgrade, but we are still missing the functionality of not being able to schedule meeting times - we still have to manually change the flag for the meeting start and end.
  • GCXI is not as consistent as I would hope, lots of trial and error with different values with very little description for the separate options. Instead of pre-selecting which values would work with the type of report, it shows all and you have to try each one and wait for it to error out.
It works well with voice, corresponding with SpeechMiner - being able to see the queues and how we handle the inbound calls and transfers is nice.
We had ECRM previously, where you handled emails completely differently; I personally don't see a difference in productivity between Genesys and CRM, as neither had threading. At least you could switch email boxes yourself in CRM whereas now with Genesys you have to wait for an admin to skill you for that.
January 28, 2020

CX is Genesys PureEngage

Serdar KAYA | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Previously, we were using IN-IN call center technology in our call center, but we have moved and use Genesys Engage. The reason for this change was a refreshment on IVR and routing ability. We got really good customer feedback after the switch.
  • I like the product that's why we have changed from IN-IN (former name of Genesys Connect) to Genesys Engage.
  • The services we're taking from the vendor is also satisfying.
  • Genesys Support is also good.
  • Genesys support side took some time to solve issues, maybe it can be improved.
  • Other than this, real-time reporting should be improved as well, CCPulse or Pulse isn't efficient for us.
  • License price
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.
Farouq Mousa | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I am working at Jawwal; the leading mobile operator in Palestine. We are using Genesys Engage to receive inbound calls from our subscribers to enable them to manage their self-service without making any need to call agents or visit the company showrooms. Currently the Genesys Engage platform is used by Integrations and Development Department and also by the customer Care Department to enhance the customer experience and improve the customer satisfaction. Previously, we were using Alcatel Lucent platform as IVR channel, but the problem that the time to market was too much. Also there were many operations on the system.
  • It is a mature enough solution that can satisfy most well-known requirements for voice self-service
  • It is a cost-effective IVR platform that will for sure satisfy your business specific requirements
  • It is using modern based technologies of web based architecture but with voice platform
  • Genesys platform is powerful, high available and fault tolerance as it consists of decoupled software components that constitute a robust voice processing platform.
  • I think creating an integrated service that helps implementing TTS and ASR functionality from Genesys them selves will be a great feature. Currently the integration of Genesys Voice Platform with third-parties of TTS and ASR engines is difficult as I think. We face some difficulties when we implemented it.
  • In the Arab region, specifically the Middle East region; there is a need to be able to create new and custom grammars for Arabic language ... this will be a great feature that helps Arabic community who are using Genesys platform with Genesys Composer.
  • As Genesys Administrator is a web-based GUI to manage, create and monitor Genesys applications and solutions. It will be very good to add a new screen/tab for GA to manage the prompts replacement and versioning of live IVR applications, and another one to manage IVR applications versions and history.
Well suited examples:
Large and enterprise environments like telecom operators and Government self service departments.

Less appropriate examples:
Small businesses with low calls rate.
Score 9 out of 10
Vetted Review
Verified User
  • Comfortable integration with other systems
    • This is important for the bank, as we work with different programs. Conveniently, the client card is automatically pulled up with full information from our software. Our employees no longer spend time searching for customer information outside.

  • Genesys Engage saves customers' time.
    • We do not ask unnecessary questions, as before when we used other solutions. We immediately see which version of our application clients use. The integration of generic answers that Genesys provides is very helpful. Now we can send files to clients. Conveniently, the history of correspondence can be opened in a separate window, rather than flipping through the entire dialogue.
  • Creation of a single voice of the bank in all channels
  • Omnichannel multi-site contact center with outbound campaigns
  • Ability of adding different dashboards to the screen
  • There is no way to initiate tickets to clients.
  • Consider PBX integrations for non-agent workplaces.
  • No ability to edit sent messages
  • In case of closing the browser, the ticket continues to be in the work of the employee. There is no possibility to redistribute it. The ticket returns to the queue automatically, after a while.
We do not ask unnecessary questions, as before when we used other solutions. We immediately see which version of our application clients use. The integration of generic answers that Genesys provides is very helpful. Now we can send files to clients. Conveniently, the history of correspondence can be opened in a separate window, rather than flipping through the entire dialogue.
Oren Zaguri | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Cal uses Genesys Engage as a contact center solution for its service center. We mostly use the routing strategies for voice calls and the Infomart solution for data analysis.
  • Data, data, data! The Infomart solution is our holistic data solution for the contact center. It tracks the interaction from A to Z and provides the organization with a complete view of its call center interactions.
  • Ease of use. It's so easy to develop, to configure, or just view the objects in the product.
  • Standard integration with WS, DB, and other third-party apps.
  • From recent versions, the real-time monitor is an up to date UI, with enhanced features to the classic engine of the stat server and ccpulse.
  • Pricing. Unfortunately, many of the areas that can be covered by a complete contact center solution were taken by small vendors and products, primarily because of the high prices.
  • Multimedia, social networks, desktop solutions, and even dialer & callback solutions are integrated into the main CTI environment in a way that makes it hard to analyze and sometimes reduces efficiency.
  • Callback and VHT solution. It's about time they provide a better solution for this, based on a clear product strategy and without the need to be a scientist to understand it and manage it properly.
  • Come to us more. I hardly see Genesys professionals in Israel.
I recommend Genesys to anyone who has a contact center with more than 300 seats and has complex requirements for the implementation, such as multi-channel or data-driven decision-makers. If the organization doesn't have an in-house IT department, then I probably wouldn't recommend Genesys as a contact center solution.
November 14, 2019

Genesys PureEngage Review

Score 9 out of 10
Vetted Review
Verified User
Incentivized
We are currently using Genesys Engage on several of our call centers. We have not migrated fully from our old system. This has resolved several issues we had encounter such as combining channels on one application (Chat, Email, Voice). Additionally having access to historical data from one tool gives us a better insight at providing better service/we are looking forward to acquiring the outbound portion of this later this year.
  • Provides a centralized platform for all our needs.
  • Provides a Centralized tool for historical and real-time reporting.
  • An easier way to manage routing and reporting.
  • Easy to manage.
  • Provide full access to a list of possible error codes.
  • Information is scattered around and not as centralized. Docs are very useful however it is combined with the user, supervisor, and technical guides.
  • Would be good to have a complete configuration guide for all tools.
It is very well suited on the user end platform such as the Chat tool, voice, email, etc. However, errors are very common and sometimes require a lot of troubleshooting steps.
Sean Maddison | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Genesys Engage across almost 100% of our UK business. It addressed our end-of-life email system, fragmented telephony systems, and non-integrated chat & social solutions - and is key to driving future value through more automation of customer contact and use of intelligence. It also gives us a universal view of contact across all parts of our organization and helps us understand the whole business performance.
  • The Intelligent Automation product is very useful, it's allowed us to double our automation performance in the past year working with our existing integration points.
  • The attached data model is very useful for enhancing our core data set with contact info and provides a great view of performance.
  • The universal desktop product has helped us launch additional channels with a large number of advisors with minimal training overhead, once they'd been trained in one channel cross-skilling to others is easy.
  • Some of the products are only loosely integrated at the moment - causing us some common mistakes with things like typos between systems causing things to go wrong.
  • Some of the limitations in terms of licenses or ports feel arbitrary, and we don't have views available when we're reaching capacity limits in these areas.
  • We've used a third-party workforce management solution (NICE) which causes us some complexity! your third party integration could be better in some cases, although I understand the commercial reasons for favoring your own offering.
A large-scale, company-wide migration was necessary for our business but it was, relatively speaking, painless. Almost all projects of that scale fail hard here, or drag on for years. The professional services support, product set and support we had helped us get through a huge migration on time, on a budget more or less and with a fully functional solution at the end of it. GIA was a fantastic replacement for our legacy IVR systems and is miles easier to use than our old products.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Genesys Engage is being used for:

Collection: With around 1000 agents, doing different campaigns from early, medium and late delinquency, using a predictive dialing majority.
Marketing: Advertising products, telling our customers that they have a credit line available and that their credit line has been authorized.
Sales: Helping customers finish their online sales.

The primary problem that we have is controlling the dialing ratio between our different services, sometimes we over-dial, making the platform crash, but we are able to get it back up and running very quickly.
Another issue we have is the correct use for the call treatments, to use them correctly and be able to dial all the phones we put into our database.
  • It is easy to create a campaign, configure it, and put it in production.
  • Through CCPulse, it is easy to follow the campaign statistics and be able to make changes to our strategies.
  • We are able to know all of our KPI, with detail of every interaction of every campaign.
  • Make it easier to create CCPulse dashboards.
  • Easier integration between InfoMart and an external BI.
  • Better integration with in house CRM.
The predictive dialer is very useful for larger campaigns, making it easier to create different strategies. You are able to have different campaigns at the same time using agent skills and share dialing, which have been able to increase the agent productivity and dialing performance having better database coverage. With speech analytics you are able to review every call you have, so you are sure that every agent is doing the correct dialog and that they are maintaining the customer experience that your company is looking for.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Genesys Engage for interaction (chat, email, voice) forecasting, WFM for schedule optimization, and real-time queue monitoring. Genesys Engage is currently used by three departments within the organization. We needed a solution that can accurately forecast interaction volume and allow us to staff to projected workload and trends. We also needed reporting capabilities to measure adherence, service level, and average engage time, to name a few. Genesys met our business needs by providing solutions to our problems under one umbrella. We will be replacing our aging Agent Desktop application with Workspace Desktop Edition, which will further delight our customers and users by providing a true omnichannel experience.
  • Having used solutions from Aspect and NICE, I feel that Genesys Engage is more user-friendly and does a great job at accurately forecasting interaction volume. Schedule optimization is something Genesys Engage does really well.
  • Genesys Engage reports are easy to consume, allowing senior management insights into the health of the business and contact center. Many of our strategic decisions are made using reports from Genesys Engage.
  • Real-time queue and agent monitoring ensure that we have adequate support coverage across all intervals.
  • I feel that combining Configuration Utility to WFM has resulted in user frustration and made WFM more cumbersome. WFM and Configuration Utility were best left as separate applications.
  • I would like to see more flexibility in Pulse to allow reporting from external source. Currently Pulse can only display data from external source using the iFrame widget, which only accepts URLs.
  • Interactive Insights is wonderful, but can be better if there are more choices for graphics. More often than not, my team has to export reports from Interactive Insights to Excel so that we can use the available charts for presentation.
Genesys Engage is a one-stop shop for mid to large size contact centers. The products available allows for interacting forecasting, reporting, real-time adherence, and agent skill management; all functions critical to the success of the contact center.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Genesys Engage is used for downloading new application versions, downloading user guides for various applications, creating trouble tickets and for interacting with the Genesys community.
  • I like the Dashboard where the key features that I use are available in easy to read links.
  • There is a wealth of Genesys application and framework knowledge available through Genesys Engage. Things I never even thought to ask about are covered in a complete user manual, installation manual and sometimes troubleshooting or development manuals.
  • The latest software applications are available for download, with easy to find release documentation—a must-read for upgrade projects!
  • The Knowledge search has a low hit score when looking for specific errors or application configurations. It would be great if error message phrases were indexed to the correct instruction manual.
  • I get excited to read about user issues that were resolved, and I am really glad that Engage is including those incidents. However, too many times I find unanswered issues or issues with solutions having an inadequate explanation.
Genesys is always enhancing the functionality of its products, such as Orchestration Routing Server or Composer. As with any application upgrade, you MUST read the revision documentation to ensure that the upgrade in your specific infrastructure will continue functioning normally. Genesys Engage Prem contains a complete list of all application release notes. JavaScript is a common tool for developers that is not part of the Genesys Engage resource suite. SCXML/VXML functionality and behavior is also a topic that is best relegated to a Google search.
September 16, 2019

GenesysPureEngage Rules

Gennaro Montanino | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Genesys Engage is used in the whole organization. All contact center users manage the customer journey from AXA customers via Genesys Engage. More and more departments ask to onboard on Genesys platform to benefit from the features it provides. The business needs are addressed simply because the possibilities you have with Genesys Engage are really a lot. We use Genesys for inbound, outbound and workload distribution.
  • Possibilities to integrate with a legacy system are easy
  • You can customize the routing strategy in a lot of ways
  • Stability
  • User Interface: Genesys Administrator is an old platform and is not user-friendly for configuration.
  • Outbound is missing a lot of basic features and campaign administration is too complex for a business user.
  • Sometimes Genesys is linked to third-party software that is not always stable.
Well suited:
1) Customer journey and contextual routing
2) Integration with a legacy system

Less appropriate:
1) Outbound
2) User administration
Steve Bagdanovich | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Genesys Engage products to manage leads coming into and going out of our contact center. Genesys is the heart and soul of our contact center. We manage all interaction types from voice to SMS and everything in between. Genesys Engage is a central location to all of the deployment guides and knowledgebase articles that we use every day. We are able to become a managed service provider and utilize everything from Automatic Call Distribution, Intelligent Call Routing to automated Intelligent Workload Distribution (IWD). Our agents save countless hours a week utilizing outbound features like Click to Dail. Integration between our SRM (Salesforce) and Genesys tools are seamless.
  • Integration with SRM
  • Dialing tools
  • Handling different interaction types simultaneously
  • 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.
Genesys contact center suite is super powerful and can do anything a medium or lager contact needs however the cost is tremendous. It would not be feasible for smaller businesses. It would be nice to see a smaller suite of apps that would accommodate small to medium contact centers.
Score 9 out of 10
Vetted Review
ResellerIncentivized
we use Genesys Engage to support our client base. We are a partner with Genesys and re-sell Genesys Engage.
  • An all-in-one product, not a piecemeal solution so all the same look and feel.
  • It's highly customizable to incorporate all of your business requirements.
  • Best omnichannel multi-modal platform in the industry.
  • I'd like to see an easier user interface.
If you have complex routing needs and reporting - Genesys Engage is awesome.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Don't use it within my company. I support & implement this technology.
  • It's reliable.
  • Good integration with other products.
  • Reporting.
  • Detect and alert upon application configuration.
  • Improve stat server capacity & reliability for huge deployments (many agents and objects).
Well suited for: SIP telephony, mail, chat.
Not perfect for under 100 users.
Score 7 out of 10
Vetted Review
ResellerIncentivized
We are a systems integrator and our USP is the development and application of two assets: Accelerate and Mission Control. Accelerate is built on the premise that Genesys Engage deployments can be simplified, de-risked and accelerated by using known, proven design patterns and deploying them using scripts for consistency. This has been validated in multiple implementations and is a sought after asset by other global SI's. Mission Control then simplifies the creation and configuration of customer journeys and experience across all channels so that business users can implement the solution they need.
  • It scales particularly well in function, capacity, and geography.
  • It has an integrated roadmap for all the major customer experience tools needed and a vision for what needs to be done in the future.
  • It is a very open framework so it's possible to address virtually any use case or solution requirement.
  • The licensing and revenue models are expensive and dated for a cloud economy player.
  • The "one-stop-shop" approach does not resonate with cloud buyers, Engage has a tremendous framework on which to build enterprise-scale solutions but needs a more inclusive and pragmatic go to market approach.
  • The transitional stage whilst Engage is being re-architected for Genesys cloud leaves a lot of uncertainty for premise-based customers and partners.
Genesys Engage projects need to be properly qualified and a robust business case established. Provided this is done, Genesys Engage is a very flexible and potent platform for building CX solutions that genuinely differentiate clients in their customer engagement. The sweet spot tends to be businesses with several hundred customer service representatives who want to service customers on multiple channels and leverage their other ERP platforms (e.g. CRM, order management, campaign management) to enhance service delivery.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Genesys is our contact front for all types of interactions handled by our workspace.
  • Integrate with any Platform
  • OmniChannel Solution
  • Amazin routing Capability b ased on Multiple Criteria and Data
  • Mix Between Cloud and OnPremise
  • Faster Time to Deploy
  • Faster New Modules & Interations Go to Market
Suitable for any vertical in a mid and large client with multiple channels needed.
Patricio Caceres | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
ResellerIncentivized
We integrated it with our customers, they found in Genesys a powerful tool to accomplish the needs in the customer service, sales, or collection. Genesys can be deployed in all kinds of organizations. Flexibility with no technical limitations to integrate with third-party software is one of the key values of the Genesys Engage suite as well as the best practices and experience.
  • Business cases
  • Third party integration tools
  • Customer experience oriented solution
  • Proved how Genesys can save money
  • Maturity of some features before releasing to the market and/or partners
  • EOL features to be replaced at customer or partner cost
  • Relationship between Genesys areas or departments (care, professional services, sales, c-level)
Well suited to engage in a technical or business complexity scenarios, especially at telcos, banks, retailers or any company with a lot of end-users who need self-service and personal customer experience. Less appropriate for small businesses or companies with no technical capabilities or companies who need an all in one, pre-built contact center suite.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Genesys is replacing our home-grown call routing software. Currently being used by a single department within Willis Towers Watson, but being looked at as potential pilot for other business lines. Genesys provides strong business data integration for call routing logic, configuration management, and interaction recording management.
  • Data integration - Flexible SDKs/APIs
  • High Availabiliy and Redundancy of components.
  • Configuration management is clean and simple to follow.
  • Difficult to build complete end-to-end automation of deployment.
  • Genesys Framework Alerting functionality is flexible, but overly complicated to manage. Needs ability to mass deploy alerts.
  • SIP server feature functionality feels limited and requires using router to build in what in many switches are basic functions.
Genesys excels in business where data-driven routing is where the need for a very scalable and highly available design is required. Genesys Engage isn't suited well for small business deployment. It's not suited well for companies with smaller budgets. For companies seeking to do CI/CD, Genesys has improvements to make in availability to wipe and deploy entire environments and more tightly integrate with open source tools like Git, Jenkins, etc. Current partners for these types of tool are another money sink where Genesys itself is already pretty expensive.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I am a consultant for Genesys Engage. The several clients we have worked with, uses Genesys through the organization or in different stages of consolidation towards Genesys.
  • Robust platform and support
  • Premise and Cloud - scalable
  • Recent integration with AI / hybrid solution are a good sell with several clients reluctant to move to Genesys Cloud
  • PureEngage - possible AI integration on premise? many clients want to integrate with AI but have limited on-prem options
  • Tighter integration with Amazon / Google AI
Genesys Engage is robust for large-sized multi-channel contact centers. Being the long-running Genesys platform, many of the clients are still skeptical about the cloud offering and would like to continue with the existing setup. Losing areas: Apart from Genesys Engage Cloud - on-premise is not ideal for small/mid sized contact centers. Clients prefer SaaS offering and specifically Amazon connect or Twilio because of the licensing cost. The licensing cost has to be factored in for small/mid sized contact centers.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We implemented Genesys Engage Cloud to replace our three disparate call centre systems. We use voice, chat, and email routing, along with callbacks, workforce management, call recording, speech analytics, and reporting.

While the main users of the platform are the team members at our Client Care, it is also in use throughout the enterprise for smaller phone or chat needs.

Genesys Engage Cloud allows us to consolidate all customer interactions coming in to our queues into one experience and one customer journey, with the data to track it all.
  • Interaction routing
  • Integration of different available elements
  • Speech analytics
  • Genesys customer care is quite siloed and often speaks in very technical jargon to end business users
  • Workforce Management is not HTML5 enabled
  • Reporting in Designer and Speechminer is in UTC time zone, which is not relevant to everyone else.
Genesys Engage Cloud is perfect for customer interaction queues where you want a seamless experience no matter the channel, with rich data to tell your story. Traditional call centres or any team that takes or makes customer interactions could be well served by this platform.

It is less appropriate for teams that take customer calls but who don't want to function like a call centre in some capacity. Genesys Engage is very much meant for call centre mindsets, and you have to do things like change your availability status when you leave your desk, etc.
Pedro Antunes | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
ResellerIncentivized
Genesys Engage is one of the products that we install and manage for our largest clients. It is extremely powerful and flexible and allows us to address all business needs of our most demanding customers. Currently, we are giving support, developing IVR and WDE customization and preparing GIA installation for one of our banking clients with Genesys Engage.
  • Manage the entire life cycle of a client. Follow your clients' interactions through different channels.
  • Provide self-care to clients and help them to be cost effective in their CC's.
  • Provide internal clients with IVR development capabilities.
  • Social media integration.
When your client needs full customization capabilities while demanding firepower scalability, this is the product for you. Genesys Engage is powerful and flexible, with insightful reporting for internal clients. It's easy to manage and to evolve, and it can really help to boost your sales department or improve the quality of your IT support department, allowing your business to handle client's communication through multiple channels.
Score 9 out of 10
Vetted Review
ResellerIncentivized
My department is a reseller and integrator for Genesys. I am involved in the implementation of Genesys Engage solutions. The business problems addressed depend on the customers we implement the solution for.
  • Great flexibility within routing which allows to implement also very complex scenarios.
  • Integration of work-item distribution in the same way as all other media.
  • Nearly endless scaling possibility for very, very large solutions.
  • Documentation of the WDE customizing possibilities with Plugins and usage of internal functions. In many cases, you see just the parameter names of function calls without any description.
  • The outbound solution urgently needs improvement with regard to import possibilities and call bleeding. Call blending in this context means that the agent can switch to outbound record handling in WDE when a customer that missed an outbound campaign call is calling back.
  • Compared to the old configuration manager the basic administration with GAX is painful, especially when working on Annex values and options.
Genesys Engage is well suited for very large multimedia CC installations which require high flexibility. Less appropriate for small and mid-size installations.
July 29, 2019

NextGen Genesys

Muthukumar G | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Currently rolled out for a particular BU. Will be rolled out to few more departments down the line. Offers Omni channel (voice, chat, email) capabilities with centralized routing mechanism.
  • Works well for larger organisation
  • Provisioning is very fast & easy
  • High Availability
  • Be cautious during changes as we faced few outages due to recent changes on the side of Genesys.
  • Keep customers very informed about upcoming releases and its impact.
  • Share the products documents with customers in PDF...E-book is not a preferred option!
Provisioning on new users is easier. No need to worry about patching/server upgrades.
Score 9 out of 10
Vetted Review
ResellerIncentivized
We resell Genesys Engage and implement products of the suite for different verticals (Telco, Banking, Insurance, Utilities, Public). Genesys Engage is being used as an Omnichannel CX Platform to engage with customers for any aspect (Sales, Support, Onboarding, etc).
  • Provides consistent customer experience across all channels
  • Completeness of the suite and offered tools
  • Full API and ready adapters for major CRM or other type applications
  • Platform-agnostic solution
  • Pricing
  • Complexity on delivery
  • Administration cost
It fits large customers with available IT resources and infrastructure and where the needs are above average
July 27, 2019

PureEngage review

Score 10 out of 10
Vetted Review
ResellerIncentivized
We design, build, deploy and manage contact center solutions for organizations in Canada. We support multiple products including Genesys Engage. Genesys Engage is used in our large enterprise market segment that requires complex solutions.
  • Openness of the platform: Genesys Engage provides many APIs for various integrations.
  • Best routing: Genesys Engage allows us to handle the most number of channels in a single routing engine in the industry.
  • Leader: Genesys Engage has been the leader in the industry for contact center platforms.
  • Complexity
  • Cost
For a large enterprise customer with complex requirements. Best of bread approach.
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