Genesys Contact Center Porfolio
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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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Popular Features
- Interactive voice response (106)9.999%
- Warm transfer (105)9.999%
- Agent dashboard (109)9.898%
- Multichannel integration (105)9.797%
Reviewer Pros & Cons
Pricing
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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
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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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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 (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
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
- Salesforce Sales Cloud
- SAP
- Oracle
Genesys Multicloud CX (discontinued) Competitors
Genesys Multicloud CX (discontinued) Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Windows, Linux |
| Mobile Application | Apple 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).
Comparisons
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Reviews and Ratings
(343)Attribute Ratings
Reviews
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November 04, 2017
Satisfied Customer
It's used as the customer interaction platform across the company (3 core countries).
- Blending of interaction types
- Efficient workload handling
- Robust system
- Reporting can still be made more easy
- Enablement of new channels
- Faster implementation of add-ons
More flexible. Easier to configure. Better to expand with new functionalities, and better support and after care.
- Whatsapp
- Additional labels to rollout to
2500
Customer service reps
10
Experienced Genesys consultants and some generic functional staff
- Interaction routing
- Workforce planning
- Customer Engagement
Yes
Avaya and
Rockwell
- Product Usability
- Prior Experience with the Product
We had Genesys in use in one country. Their organizational maturity was much higher than in the other 2 countries, mainly because of the available Genesys functionality.
More site visits to other users.
- Professional services company
TeliaSinera
Yes
Additional channels over time
Change management was a big part of the implementation and was well-handled
Focus on organizational change and not on technical implementation
- Platform stability (server park)
- Network stability
- Organizational readiness
- Online training
- In-person training
Interesting question: Compared to other products like Avaya the Genesys Engage product is far more straightforward and easy to learn without complex trainings.This saves the user a lot of time. Waiting is not required to get started and to start using the product. A good set of background documentation is also available online for customers.
No
We have an SLA with a system integrator
Yes
Yes. Quite a lot of suggested features have also been adopted by Genesys.
We ran into a rather complex routing request from the business. Genesys prioided very skilled consultancy to help analyze and discover a solution.
- Configuration
- Desktop customization
- Adding new channels
Yes, but I don't use it
August 15, 2014
You will not be disappointed with Interactive Intelligence integrated call center solutions
We use it in the following manner:
- To manage incoming ACD calls, emails and voicemails for the Customer Relations Call Center, Energy Services Dept, Internal Help desk and Vegetation Management Dept
- To manage outbound Campaigns for Vegetation Management, Final Bill notifications and Disconnect Notices
- To manage Walking in Customers queued up in custom developed KIOSK using generic interactions
- Manages ACD calls effectively
- Allows for accurate reporting on productivity, efficiency and quality assurance
- Allows for custom development to meet Utility specific needs
- Records, scores, archives and manages reporting around various quality assurance process for all ACD interactions
- Effectively utilizes real time speech analytics to support quality assurance
- Centralized management of all aspects of support and administration
- Work for management module does not allow for level of customization that is needed by Union run Utility call center
- Custom Kiosk application using generic interaction for walk in customers improved the efficiency of the lobby staff by almost 200%
- QA tools allow for automation of many aspects and the efficient management of scoring and recording .
- Manages all types of interactions and improves agent productivity for emails, voicemails, calls, chats and walk in interactions
- Manages reporting on of interactions and improves agent productivity for emails, voicemails, calls, chats and walk in interactions
- Centralized support tools allow for small staff to support and administer all parts of the system
- Integration of all modules allows for active, real time passing of data to provide real time speech analytics, qa, reporting, workforce management and general interaction management
As mentioned previously I have experience with almost all of Interactive Intelligence competitors. I have 25 plus years in the callcenter/servicedesk management industry where I have either built and managed call centers in multiple countries or implemented and managed the back office aspects of call centers. Across the board Interactive Intelligence is superior to the competition. This would include front line customer use of client interface, QA, reporting, speech analytics, customization capability, ability to integrate fully with incident management systems, outbound call campaigns and anything else you can think of. It is efficient, user friendly, easy to support and manage; has superior built in redundancies; and provides rock solid performance with uninterrupted down times.
Call Center, Help Desk, Telecom support, Energy Service commercial account, Lobby walk in customer staff
3
Call center management, Call center support, telecom support, crystal reports development, general development experience
- Management of Call Center staff time and efficiency
- Quality assurance tools
- Speech analytics tools
- Customization ability
- Outbound campaign utilization and reporting
- Adhoc reporting
- Call recording management and storage
- Integrate solution
- Created customized kiosk solution for walk-in customers. Customers walk in, utilize kiosk to enter name, account number and why they are there. The information is then compiled and queued up in ACD system to present to next available advisor. Also allows for lobby staff to support the call center when there are no customers in the lobby.
- Utilizes speech analytics to proactively intervene when either advisor or customer steers call in an undesired direction.
- Allows for automated contact of customer to notify them of vegetation management or utility work in their area as well as collection of final bill and delinquent bills.
- Working towards fully utilizing workforce management module. Right now we just use the time off request module.
Yes
Antiquated NEC provided module
- Product Features
- Product Usability
- Product Reputation
- Vendor Reputation
- Positive Sales Experience with the Vendor
- Analyst Reports
- Third-party Reviews
Seeing it in action. We were invited to the company site to see live development, support and production demonstrations. We made several site visits to customers that already were using the products
Pretty happy with what we did. I would highly recommend the site visits to current customers.
- Professional services company
We used a company called AVTEX to implement systems
Yes
Evolution, testing, implementation, lessons learned
Change management was a big part of the implementation and was well-handled
It is critical to utilize change management with all parties involved, network, training, desktop, and department staff that will be using the various modules.
- Proper configuration of PRIs dedicated to the systems. There were issues with provider having various issues with packets proceeding and following interaction.
- Training of staff that will using various modules.
- Getting buy in from executive staff.
- Online training
- In-person training
You need to be fully aware of your company needs.
Yes - we have customized the interface extensively
We did so to allow for end users to take advantage of time off requests in work force management module. This was easy to configure and simple for end user to take advantage of.
Yes - we have added extensive custom code
we did so to meet out needs for inbound IVR, speech analytics, adhoc reporting and it was easy to complete each
Nothing significant comes to mind.
No
We have significant in house resources, and we have support agreement with AVTEX for daily issues and significant issues are sent directly to I3
Yes
most of the time they were aware of the issue and have a fix to apply that corrected the issue, other wise were always receptive to take information on the issue and pursue developing a fix to correct the problem
Every time. there are consistently concerned with the success of the customer and looking for new ways to exceed expectations. I have developed various relationships with training, support and development sections of the company and have never been disappointed.
- Integrated nature of all modules
- Ability of complete customization to meet our needs
- Adhoc reporting ability
- None come to mind.
Yes
we have not yet implimented the mobile interface
- Remedy
- CIS system
- Web interface
- Self service portal
Using built in APIs provided by Interactive Intelligence and soap utilities we completed each effectively.
- File import/export
- Single Signon
- API (e.g. SOAP or REST)
- Javascript widgets
SOAP
Support agreement and future upgrade. We negotiated multiyear deal that locked in various support, development and upgrade components
Talk to other customers and make site visits where possible.
Yes
various over the years and the use of development environments and the built in redundancy of the systems resulted in zero down time and no negative impact of each release
- New features provide in release
- New features provided in that release
No
No