Skip to main content
TrustRadius
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.

Read more
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 …
Continue reading
Read all reviews

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
Return to navigation

Pricing

View all pricing
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.

Return to navigation

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
Return to navigation

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 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).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(343)

Attribute Ratings

Reviews

(76-100 of 147)
Companies can't remove reviews or game the system. Here's why
June 04, 2019

Genesys is a best-in-class Call Center product.

Verified User
Engineer in Information Technology
Photography Company, 1001-5000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Excellent product to create intelligent call routing. We have hundreds of Sales Agents using Genesys in our environment to make and receive calls. On a daily-basis, Genesys proves itself to be an invaluable tool for both the Sales Agents and our Operations and Forecasting teams. We are able to capture numerous different metrics in regards to our calls, which in turn, helps us to streamline and make processes more efficient. We would absolutely be at a loss without the functionality that Genesys provides.
May 30, 2019

An asset for CX

IP
Ionut Paraschiv
Credit & Collection Analyst / Problem Solving Executive
Orange Romania (Telecommunications, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It's helpful when you need to monitor the Service Level in a related department. In my opinion, the only scenario where it's less appropriate is when an assistant (non-administrator) watches over another assistant's activity, but this can be solved inside the company (your client).
May 28, 2019

PureEngage, big boss of contact centers

Verified User
Professional in Information Technology
Telecommunications Company, 10,001+ employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend

Best-fit scenarios

  • Complex contact center solutions.
  • Geo-resilient datacenter design with minimal/ no local footprint.
  • Integration with modern and legacy applications.
  • Planning and scheduling large contact center agents.
  • Engaging end-customers on various channels.

Less appropriate scenarios

  • Lower number of agents/interaction volumes.
  • Simple auto-attendant and call distribution.
May 16, 2019

Great product but always do your research and validate so you feel confident in your choice

Verified User
Manager in Customer Service
Consumer Services Company, 10,001+ employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I only have experience in Genesys Engage so I am not able to say one product vs another. But the product is helpful really improving the customer experience. I am not sure if the WFM solution is the easiest to use or agent friendly, however, compared to others on the market.
April 30, 2019

Client engagement from the comfort of your couch

Juan Diego Ochoa Cabrera | TrustRadius Reviewer
Juan Diego Ochoa Cabrera
Genesys Consultant
Interaxa (Information Technology and Services, 51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Some critical cases are not taken with the "critical" impact. Sometimes we need to call a few times to have a consultant provided on the case. Once that consultant is connected to the platform, the support is amazing. They stay with us until the issue is resolved. I don´t know if exist a "Guard Support" to open critical cases instead.
April 16, 2019

Genesys PureEngage Review

Verified User
Engineer in Information Technology
Airlines/Aviation Company, 10,001+ employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Genesys Engage is easy to recommend to a traditional call center, and for us it has given us the ability to build a solution with which we are able to offer multiple channels like voice, email, and chat to customers that reach out to us. It provides fantastic products that can accommodate voice and chat routing. These amazing features have really enhanced the overall efficiency of the agents and increased productivity.

Not suited for Strategy free environment.
April 11, 2019

PureEngage: An ocean of features for omni channel customer experience.

Rashid Yusuf | TrustRadius Reviewer
Rashid Yusuf
Senior System Analyst
BTC Networks (Telecommunications, 501-1000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Genesys Engage is suited for any organization looking for an omnichannel customer experience. The advantage of this solution is that it is flexible and scalable to any extent depending upon the needs of the organization. Application development is using VXML standard and can be used by any resource who has knowledge in development principles. This solution is less appropriate for organizations that have a small number of agents and a low call volume.
April 10, 2019

PureEngage - Complete CX platform

Verified User
Account Manager in Sales
Information Services Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Genesys Engage is well suited for an enterprise with a feature-rich requirement for a CX solution for their client engagement. This is scalable to handle any volume of interactions on Voice, Chat, Email etc. and hence is for enterprises. This is also very feature-rich and hence a bit costlier than other options from Genesys.
March 26, 2019

Genesys PureEngage: The leader of Contact Centers

Nikolaos Thermogiannis | TrustRadius Reviewer
Nikolaos Thermogiannis
Implementation Engineer
Intracom Telecom (Telecommunications, 1001-5000 employees)
Score 10 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, and GVPs. For small call centers, a deep study should be done to implement a Genesys Engage scenario because of the complexity and costs.
March 21, 2019

Why PureEngage Remains A Market Leader

Suresh K.S Kumar | TrustRadius Reviewer
Suresh K.S Kumar
Genesys Solutions Architect
HCL Technologies (Medical Devices, 10,001+ employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
In case you want to come up with a custom solution or an application, Genesys SDKs provides you with 360-degree interoperability. You name it and I think we can make happen with the power SDKs provided by Genesys. Plus, the scalability of the applications is very high. Genesys Engage is such a powerful solution, I don't think they are less appropriate anywhere.
March 20, 2019

Pure Engage:Product of Capabilties.

Verified User
Engineer in Information Technology
Airlines/Aviation Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Genesys Engage has given us the ability to build a solution with which we are able to offer multiple channels like voice, email, and chat to customers that reach out to us. With Genesys Engage, we are able to offer IVR in different languages in different parts of the globe. With Genesys Engage, we are able to use blending features in which agents can handle multiple media channels like email and chat, or voice and email simultaneously. This enhanced the overall efficiency of the agents and increased productivity. With the presence of internal applications to capture data from Genesys and Verint, the historical reporting module is not getting used extensively.
March 15, 2019

Genesys PureEngage

Kevin Lintner | TrustRadius Reviewer
Kevin Lintner
Service Desk Analyst
Chickasaw Nation Industries, Inc. (Government Relations, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
If the reports are prebuilt, I can turn around a report request very quickly. If I have to build a report from scratch, it is very time consuming and frustrating. The customer does not like to be asked to wait and it tarnishes our reputation with them. They are not a very patient lot.
March 12, 2019

Great product - great people

Verified User
Director in Customer Service
Hospital & Health Care Company, 11-50 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Genesys Engage is a key piece to our customer interaction strategy. It allows us to use multiple platforms, and allows our employees to support all of them... the ability for simultaneous support is a key positive for this product. It is upgraded regularly and is very cost effective to use.
February 28, 2019

An all in one solution for your contact center

Robert D'Alessandro | TrustRadius Reviewer
Robert D'Alessandro
Voice Telecom - Genesys Expert
UPMC Health Plan (Insurance, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Genesys is easy to recommend to a traditional call center. They provide fantastic products that can accommodate voice and chat routing. If you want to dabble into more complex modes of communication, Genesys really excels. They are able to take the customer experience and track them through your entire system. You can start to see exactly what each customer is doing as they interact with your contact center. From submitting various forms to calling in about certain issues.
February 27, 2019

The Enterprise Interacting Management Backbone

Pete Libis | TrustRadius Reviewer
Pete Libis
Genesys Lead Routing Developer
eBay (Consumer Services, 10,001+ employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I'd say that in all scenarios, except for the small footprint size, Genesys is the right fit for any enterprise installation. You can't beat the flexibility and scalability of the product. The only contrast is the cost of the production and the investment of support staff are more significant than most folks realize.
February 19, 2019

Genesys PureEngage - The Future is Here

Verified User
Engineer in Information Technology
Airlines/Aviation Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
For any organization looking for an Omni-channel solution, Genesys Engage can cover all the interactions channels like Voice, Email, and Chat. This can be also integrated for Social Media to interact with customers. The E-services module comes with great features like Multiple media channels serviced by a single agent on WDE, Auto-reply customization, and using HTML for adding signatures etc. High Availability and Business Continuity solutions provide 24-7 availability due to the high up-time of solutions to service customers.
This solution also has WDE deployment which is an interface of the agent to handle interactions. This needs more focus as it is not very stable at this moment, or it may be deployment issues in our environment. The Network connects components needs more logging, as many times it gets difficult to find the root cause between network or Application.

February 15, 2019

Genesys : Computer to Telephony Integration Solution Provider

sivaram anem | TrustRadius Reviewer
sivaram anem
IT Lead at Tech Mahindra
Tech Mahindra (Education Management, 10,001+ employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
For large contact center environments, I would definitely recommend the Genesys Engage platform. However, for medium and small contact center environments (depending on their architecture-- ie if they are already on a cloud environment), I would recommend either the PureConnect or cloud platform.
February 15, 2019

PureEngage is Miles Ahead of Others

IP
Isaiah Perez
Business Architect
Becton Dickinson (Medical Devices, 10,001+ employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Thanks to the PTO System in Genesys WFM, we have set it up to auto approve time off, based on certain key factors/conditions, and no one has to be in office to process the PTO. This frees up much needed work time for our WFM Analysts. In addition, the tools within the system, such as Adherence Monitoring and Intraday Performance, give our Team and Operations Leads the capability to effectively monitor the call center and Agent Performance along with skilling enough agents to cover our products.
Return to navigation