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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

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Reviews and Ratings

(343)

Attribute Ratings

Reviews

(26-50 of 147)
Companies can't remove reviews or game the system. Here's why
November 23, 2021

A inside view from a business focused partner

Germán Pereira | TrustRadius Reviewer
Germán Pereira
Sales Engineer
Know How (Information Technology & Services, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Like I've mentioned before, Genesys [optimizes] every single interaction, making a significant difference in the CX. It also provides a more agile way to scale business opportunities and quickly identifies areas where is necessary to make adjustments. Genesys also brings to the table a trustable hub of information, where we can provide our bi area of relevant data.
October 19, 2021

Big and complicated for big and complicated companies

RB
Rick Bennett
Contact Center Engineer
Several Companies (Banking, 10,001+ employees)
Score 5 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Well suited: large organizations with complex business needs, mature IT processes with business analysts and project managers capable of handling complexity in nearly every change. Less appropriate: small organizations or organizations with simple business needs. For example, if your call flow just needs three options off a menu, this environment is overkill.
June 03, 2021

A good solution for complex problems

JB
Joao Beirao
Technical Project Manager
GFI (Information Services, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
The Genesys Engage is very flexible and customizable platform, very adequate to complex and dynamic business areas where the reach set of features have a great added value and bring a lot of benefits. The reach set of SDKs and features is very useful for complex integration with the customer and external data.
This is not the best platform for small contact centers with simple or no integration requirements.
May 26, 2021

Genesys allows to get the job done better

Verified User
Technician in Engineering
Information Technology & Services Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I have no experience in comparing it with other products. So, it is as a standard to me.

It does its job. Very customizable. I don't know yet any case where it was not suitable. Maybe I have too little experience with it. But it really provides a wide range of solutions.
April 15, 2021

Genesys PE Cloud lives up to the hype

Verified User
Manager in Information Technology
Financial Services Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Genesys Engage works well in complex scenarios with a variety of fulfillment systems. If you have a diverse customer base and/or product family, Genesys is a good solution. On-premise Engage is starting to go away, so be prepared to go to the cloud. If your IVR system is fairly simple, this will still work well but is rather expensive for those needs.
December 15, 2020

It just works

DP
Darren Phelan
Systems Technical Analyst
QSuper (Financial Services, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
This is a great all round telephony solution.
It handles workforce efficiencies with the WFM tools (shifts and breaks - adherence).
It covers business continuity and disaster recovery functions through emergency messaging.
Most functions are able to be performed in house (changing ivr and callflows) without contracting out.
Changing messages is easy with the media resource tab, all changes can be done on the fly.
November 18, 2020

Complete suite for integrations

Verified User
Engineer in Information Technology
Furniture Company, 10,001+ employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Because Genesys Engage (formerly PureEngage) provides a very open architecture, you can integrate with every application that provides some kind of connectivity (API/Webservices, etc.). Therefore when trying to integrate less common applications with your routing solution, Genesys Engage (formerly PureEngage) is the best suited application since you can build your own integration. This can be a very tricky integration, however it is possible. When using commonly used applications, Genesys Engage (formerly PureEngage) doesn't provide standardized connectors so even with common applications you would have to develop the integration yourself.
November 13, 2020

Complete contact center solution for big and small companies.

Verified User
Engineer in Information Technology
Information Technology and Services Company, 11-50 employees
Score 8 out of 10
Vetted Review
ResellerIncentivized
Likelihood to Recommend
Creating custom integrations with applications already used within the organization.
It is less suited when used in a straighforward organization without need for specific integrations and if there is no PABX present and PABX functionality is required.
October 16, 2020

Genesys is the large call center's best friend

Verified User
Manager in Information Technology
Banking Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
I think Genesys Engage is well suited for enterprise installations where there are thousands of agents available. They have an on-prem capability as well as cloud. They work very well with traditional vXML IVR development.

An area I think Genesys Engage would not be suited is a small, <100 agents, call center.
September 28, 2020

Why Genesys Engage?

Jack Lin | TrustRadius Reviewer
Jack Lin
Consultant
CTBC (Banking, 5001-10,000 employees)
Score 9 out of 10
Vetted Review
ResellerIncentivized
Likelihood to Recommend
Covid-19 truly has had an impact all around the world. At CTBC, we had to make a decision to prevent the entire call center staff from losing work. How to do that? Simple--by using Genesys Engage. In the old days, this would have been costly. We'd need to re-configure the Avaya PBX extension and could only consider limited locations. Now, it just takes overnight. The agent packs up their computer/IP phone after work and just went to the new building, found the desk, plugged in the network cable and power. DONE--without any cost. This makes the management team happy.

A less appropriate case would be where you need something simple. It's complicated. Genesys Engage really fits into the scrum method to roll out the service.
August 24, 2020

Genesys Engage Helps Contact Centers with very useful Features

Andre Bury da Silva | TrustRadius Reviewer
Andre Bury da Silva
Desenvolvedor
Globalhitss (Banking, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I recommended Genesys to companies with very complex business rules that receive a lot of calls or chats. For small companies with not very complex business rules, many features would not be used, so I would recommend, in this case, to use another, less expensive platform with fewer features.
August 19, 2020

Genesys Engage Review

Verified User
Technician in Customer Service
Information Technology & Services Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It provides a wide and excellent service that covers all communication areas that a contact center may need. The score is a 9 and not a 10, due to the problems that can sometimes arise with customer care.
June 01, 2020

Robust solution worthwhile

Verified User
Employee in Engineering
Telecommunications Company, 11-50 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Obviously, it is a robust solution for large companies, therefore it is more expensive according to the modules that the customer wants. Also, where the network is implemented, it must work perfectly and without latency so as not to affect the performance of the Genesys Engage components.
May 27, 2020

Genesys Engage Review

Sagar Shah | TrustRadius Reviewer
Sagar Shah
Product Specialist
Customer Experience Lab (Information Technology & Services, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Genesys Engage will be best suited where a customer needs all the channels (Voice, Email, Chat, Social media) and has a decent contact center size.
For small contact centers and with customers only focused on voice channels, it is advisable to not suggest Genesys Engage as its cost will be on the higher size--PureConnect can be recommended there.
May 08, 2020

Overall, Genesys call center suite is great, giving developers the opportunity to learn and grow

FL
Fang Li
Sr Solution Architect
TELUS (Telecommunications, 10,001+ employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Technical support has the expertise to assist during outages with troubleshooting etc. It is very important for a large scale company to get back to normal as quickly as possible. But, security and permissions for the configuration is so hard to manage.
May 06, 2020

Great product for better interaction handling

Verified User
Consultant in Professional Services
Banking Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend

Genesys Engage can do many things simultaneously and all well. It is very well suited to handle interactions through many different channels. It provides a centralized point for managing the resources of a contact center.

I consider it less appropriate for small companies. They do not normally have the resources of all kinds necessary to implement, use, manage, or maintain a solution like Genesys Engage.

April 28, 2020

Genesys Engage has been consistently great

Verified User
Engineer in Information Technology
Transportation/Trucking/Railroad Company, 10,001+ employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Genesys Engage is well suited for medium to large businesses but less suited for small businesses. It is very customizable but is a large solution that requires many apps/servers and significant administration and troubleshooting. It does well for building many small contact centers just as well as large ones.
April 22, 2020

We recommend Genesys PureEngage!

Verified User
Engineer in Professional Services
Computer Software Company, 10,001+ employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Well suited for companies who have customers all around the world that need to support their customers 24 hours, 365 days without interrupting the customers' business. For such companies Genesys Engage will offer concrete business solutions and give many opportunities for business. Support system for Genesys Engage is also excellent for global business.
April 15, 2020

Genesys PureEngage is not a bad choice.

Igor Korotovskikh | TrustRadius Reviewer
Igor Korotovskikh
Cisco/Genesys CC/UC Consultant
Orange Business Services (Telecommunications, 501-1000 employees)
Score 8 out of 10
Vetted Review
ResellerIncentivized
Likelihood to Recommend
Good for large Contact Centers especially when different communication channels and (or) outbound dialing is required. Good for the Contact Centers which have to be integrated to 3rd party applications. Not suited for smaller organizations when only voice is enough or companies with small IT departments as it requires special trained support staff.
February 14, 2020

Review from a 7-year user

Verified User
Engineer in Information Technology
Hospital & Health Care Company, 10,001+ employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Genesys Engage is well suited for someone that really likes a customized system. Genesys has the ability to connect to a lot of different systems and interact with that data. It also has a lot of customized options within the system itself. I think Genesys could work on supporting the customer a little better. There have been instances where an issue pops up and the documentation to resolve the issue or find the resolution is nearly nonexistent.
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