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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

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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?

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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

(51-75 of 147)
Companies can't remove reviews or game the system. Here's why
February 10, 2020

Review of Genesys PureEngage

Verified User
Administrator in Information Technology
Logistics and Supply Chain Company, 10,001+ employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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
Serdar KAYA
IT Product Manager
ING Bank Turkey (Banking, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
December 12, 2019

The best integration you could ever dream of.

Verified User
Manager in Customer Service
Banking Company, 501-1000 employees
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
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.
November 15, 2019

Genesys PureEngage - My point of view.

Oren Zaguri | TrustRadius Reviewer
Oren Zaguri
telephony dev team manager
cal (Banking, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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 13, 2019

5 stars, would invest again!

Sean Maddison | TrustRadius Reviewer
Sean Maddison
Automation Channel Manager
E.ON Energy Solutions (Utilities, 10,001+ employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
October 22, 2019

You won't regret using PureEngage

JL
Jose Leon
zone Manager
Coppel (Retail, 10,001+ employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
October 11, 2019

Genesys PureEnage, A Cut Above the Competition!

Verified User
Team Lead in Customer Service
Computer Software Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
September 16, 2019

Empower your Enterprise through PureEngage: The Gateway of Knowledge for All-Things Genesys

TM
Todd McCall
Genesys Developer
Bank of America (Banking, 10,001+ employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
August 24, 2019

My Genesys PureEngage Review

Steve Bagdanovich | TrustRadius Reviewer
Steve Bagdanovich
Contact Center Systems Engineer - Genesys
Purdue University Global (Higher Education, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
August 16, 2019

Genesys PureEngage from a systems integrator

DK
David Kime
Head of Solutionsd & Innovation
Anana Limited (Information Technology and Services, 51-200 employees)
Score 7 out of 10
Vetted Review
ResellerIncentivized
Likelihood to Recommend
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.
August 06, 2019

Why do Sales with Genesys Engage

Patricio Caceres | TrustRadius Reviewer
Patricio Caceres
Co Owner & General Manager at e-Contact s.a.
e-Contact (Telecommunications, 51-200 employees)
Score 10 out of 10
Vetted Review
ResellerIncentivized
Likelihood to Recommend
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.
August 06, 2019

Genesys Pure Engage Platform Review

MB
Mike Bailey
Sr. Voice Engineer
Willis Towers Watson's OneExchange (Financial Services, 10,001+ employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
August 06, 2019

Genesys PureEngage viewpoint

Verified User
Program Manager in Information Technology
Computer Software Company, 10,001+ employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
August 05, 2019

One Source of Truth Means Data You Can Trust

ER
Erin Ramcoomar
Senior Leader, Technology Enablement
ATB Financial (Banking, 5001-10,000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
August 03, 2019

Genesys PureEngage Review

Pedro Antunes | TrustRadius Reviewer
Pedro Antunes
Infrastructure Services Manager
xseed (Computer Software, 11-50 employees)
Score 8 out of 10
Vetted Review
ResellerIncentivized
Likelihood to Recommend
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.
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