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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)
    9.9
    99%
  • Agent dashboard (109)
    9.8
    98%
  • Multichannel integration (105)
    9.7
    97%

Reviewer Pros & Cons

View all pros & cons
Verified User
Engineer in Customer Service
Insurance Company, 10,001+ employees
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Pricing

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Genesys Multicloud CX (discontinued)

Genesys Multicloud CX (discontinued)

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?

3 people also want pricing

Alternatives Pricing

Genesys Cloud CX

Genesys Cloud CX

$75
per month
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.

Broadvoice

Broadvoice

$10
monthly, 12 or 36 months per seat
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 8.3

Workforce Optimization (WFO)

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

8.5
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...
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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 Validate callers and Warm transfer and 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

View all alternatives
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Reviews and Ratings

(343)

Attribute Ratings

Reviews

(101-125 of 147)
Companies can't remove reviews or game the system. Here's why
February 15, 2019

Genesys SoundBite Review

Verified User
Manager in Information Technology
Banking Company, 10,001+ employees
Score 4 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I feel like Genesys would do well with a large call center who doesn't need a lot of bells and whistles. A call center with an easy outbound calling strategy and/or a large pool of inbound agents with some simple IVR options would probably work best with Genesys. It does not seem to be doing well with our setup of many smaller groups of agents with highly specialized outbound calling strategies. We also have specific inbound IVR routing needs, which Genesys seems to struggle to meet. We seem to have to make a lot of compromises because of the limitations of the system.
February 13, 2019

Innovative and reliable platform!

Apostol Savu | TrustRadius Reviewer
Apostol Savu
Sr. Genesys Specialist
Nordea (Banking, 10,001+ employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Well suited if you need a very highly customised platform with lots of integrations, with different backends, and when supporting a large customer base. It will have a reasonable ROI from 50 agents. It is suitable for banks and financial institutions, telecom, retail, and can be very adaptive. The less attractive side is the cost of implementation due to the need for highly skilled proffesionals.

Less appropriate for small business - I would recommend heading to Genesys Cloud. This is my recommendation from when I got the chance to speak with our small business contacts.
January 26, 2019

PureEngage Cloud - Experiences from a previously premise customer

Verified User
Manager in Information Technology
Consumer Goods Company, 10,001+ employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Genesys Engage is well suited for businesses doing similar work across numerous channels. The ability to open these channels up to all of your agents so they could complete the task via phone, chat, or email creates efficiencies. Genesys needs to do some work on the cloud offering to be sufficiently successful in scenarios of extremely complex companies or environments with numerous different lines of business or tasks. The amount of data used to support these complex enterprises can bog down some of the less robust solutions(WFM, Platform Admininstration)
January 23, 2019

An Unconventional Review

Verified User
Engineer in Information Technology
Outsourcing/Offshoring Company, 5001-10,000 employees
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend

Pros: Genesys Engage can satisfy the needs of the client in business. As I mentioned, it is very innovative in many aspects. They can expand or improve beyond what they really need and offer a solution wherein you recommend a better idea about setting this. Cons: After you have implemented a certain setup in this platform, you will struggle later on troubleshooting or fixing an issue or a problem.


January 14, 2019

PureEngage review by dutch Engineer

Paul van Zoest | TrustRadius Reviewer
Paul van Zoest
Omnichannel specialist Genesys
Achmea (Financial Services, 10,001+ employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It's a good solution for big contact centers since it's so flexible. All kinds of solutions can be added which makes it a complete solution for your contact methods. Everything is configured/arranged in the configuration database so you only need one real tool to manage most of it.
Since all applications (with there settings) are also stored in the configuration database as objects, it's fairly easy to update/upgrade applications or servers where the applications run on.
December 26, 2018

Genesys: the ONLY solution

Jasmine McCarty | TrustRadius Reviewer
Jasmine McCarty
Routing Strategy Lead
nbn™ Australia (Telecommunications, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
Genesys Engage is well suited to an established business that already understands their set up and direction. For a business that is undergoing a lot of change, there is considerable rework needed in the background and it requires very specialized knowledge if it is to be done in-house.
December 18, 2018

PureEngage SMS integration

Alan Edwards | TrustRadius Reviewer
Alan Edwards
Software Development Manager
IBM Watson Health (Computer Software, 10,001+ employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It seems that Genesys Engage can plug into a lot of different scenarios such as full system workflow or as our in case just a pass through to send SMS on behalf of our system when we need it. We just needed a platform to push out notifications since our offerings had all the other logic built into it.
December 12, 2018

Genesys PureEngage way to go.

Jean-Pierre Sudre | TrustRadius Reviewer
Jean-Pierre Sudre
Senior Advisor - Solutions Development - CCC / Conseiller Principal - Développement Solutions CCC
Desjardins (Banking, 10,001+ employees)
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
Genesys Engage is well suited for large environments contact centers with important budgets where personalized integration with business apps solutions are required and the organization have the people skilled for it.
Genesys Engage is less well suited for smaller contacts centers with lack of skilled people and lower budget.
November 18, 2018

PureEngage works for us!

Verified User
Engineer in Information Technology
Information Technology and Services Company, 10,001+ employees
Score 10 out of 10
Vetted Review
ResellerIncentivized
Likelihood to Recommend
I would say Genesys Engage is best with large and complex scenarios and lots of customization. It can work of course for smaller scenarios, but it seems to be best suited for large projects with geographic separation and lots of redundancy, as well as a lot of complexity and customization. It is really a great high end solution.
November 12, 2018

A Few Words on Genesys PureEngage

Verified User
Director in Professional Services
Computer Software Company, 11-50 employees
Score 10 out of 10
Vetted Review
ResellerIncentivized
Likelihood to Recommend
If you would like to build a contact center, regardless of the number of channels you want to implement, you should consider Genesys Engage. With your investment, your agents will have a simplified working environment, which them lets them handle voice, chat e-mail etc., interactions using the same application. However, they can monitor their statistics..

Your team leaders will have tools for real-time monitoring and historical reporting. Your Business Intelligence team will have data which is suitable for data mining. The CxOs will have any level of reports which helps their decision for the future of the company.

To have the benefits of Genesys Engage, you should build a dedicated team. Also, you should invest in Genesys University training for a faster learning curve and greater results.
November 12, 2018

Good product. Bad partners

Soraya Granda Segovia | TrustRadius Reviewer
Soraya Granda Segovia
Responsable de Telefonía y Red
RCI Banque España - Grupo Renault (Banking)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I think Genesys Engage is not appropriate for small contact centers. Genesys Engage has not been able to adapt to small contact centers because their prices are not proportional. It seems on occasion that if the platform is less than 500 agents it is ignored. For large contact centers with recording and outbound needs, I would recommend it.
November 12, 2018

Another Satisfied Customer of Genesys PureEngage

Verified User
Advisor in Customer Service
Media Production Company, 501-1000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
If you are looking for an all-in-one solution, Genesys Engage might be the right platform. However, due to its steep learning curve, you might need to invest some time and money to fully understand the functionality. What's more, if you are intending to have a customer service platform that is also well integrated with existing systems, this might be a good go, as the integrations are quite easy-to-use and manage with Genesys. Last but not least, the main scenario where this can be used is if you intend to build a media contact center that will evolve with your growing business, Genesys Engage might be a suitable solution. However, it's still advised to research its adaptability to your business needs before jumping in.
November 02, 2018

Our Journey with Genesys PureEngage

Peter Nilsson | TrustRadius Reviewer
Peter Nilsson
Principal Service Engineering Manager
Microsoft (Computer Software, 10,001+ employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
They are able to scale to enterprise levels. That is the biggest benefit of Genesys, and frankly, their organizational maturity has continuously evolved over the years to the point where they likely are one of the best in the market. I have limited visibility into other competitive products, but thanks to my company, they are approaching 'best in breed' for this type of product.
October 30, 2018

A short story from a Genesys user

Verified User
Team Lead in Information Technology
Information Technology and Services Company, 1001-5000 employees
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend

For us Genesys Engage is very helpful in management customer contacts across multiple channels directing the client to the correct agent according to the desired solicitation. We improved the client journey with Genesys and we can see that in our NPS survey results.

We still not use Genesys WFM because we need an interval of 10 minutes. We are waiting a new realese with this interval.

October 22, 2018

Genesys PureEngage: a great tool for delivering great Customer Service

Roberto Cardenas | TrustRadius Reviewer
Roberto Cardenas
CX & Digital Transformation Manager
Chubb (Insurance, 10,001+ employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I think that Genesys Engage is better used by organizations who are customer-centric and have multiple communication channels to serve the customers, or for companies that are regulated by the Government (e.g. financial institutions,) or ones that need a platform that is very secure, where the availability of their systems is a concern.
October 19, 2018

Genesys PureEngage great solution from a great team

RC
Raúl Cascallana Nistal
Técnico Arquitectura Sistemas / Telefonía
Liberty Seguros (Insurance, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Genesys Engage is focused on medium and large contact centers. You can use CIM Platform, outbound campaigns, media channels, GVPs. For small call centers, a deep study should be done to implement a Genesys Engage scenario because of the complexity and costs.
October 19, 2018

Partnership

Verified User
Engineer in Customer Service
Information Technology and Services Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It is well suited in a big company where they want to use the multichannel provided by Genesys, and even the recording. It is not suitable for a small company and you sell, for example, a BEP (very bad product).
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