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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%
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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.
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- No setup fee
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- 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
(101-125 of 147)Companies can't remove reviews or game the system. Here's why
February 15, 2019
Genesys SoundBite Review
Collections and Recovery department for contacting customers with past due loans.
February 13, 2019
Innovative and reliable platform!
Genesys Engage platform is used across 4 Nordic countries by over 6000 agents in different departments and areas, helping with the omnichannel customer journey. It is helping with our customer support on mobile and netbank applications, providing rapid responses on secure chat, email, and pre-authenticated voice. It powers the voice portal for customers with authentication, our IT helpdesk for internal employees and many more instances.
Genesys Engage Cloud is being used across multiple business units within Whirlpool across north and central America. The main business problem Genesys addresses is archaic and inefficient routing strategies. Genesys gives us the ability to intelligently route interactions in any channel we use(voice, email, chat, etc). This creates efficiencies and ensures as new channels present themselves we are able to handle them. This also allows us to be more efficient with our employees. Before Genesys someone working chat might have down time where they could help with voice that was never utilized. Genesys can see this downtime and whether or not the employee can help with that particular phone call so that we are more efficient with our time.
January 23, 2019
An Unconventional Review
Genesys Engage is the telephony system of our company across the globe. We have this global set up which is multi-host, multi-site, single environment and single tenant. I would say this platform is quite complex because each and every component depends on each other and in fact, there are so many third-party services/software needed in order to fulfill such configuration/setup. In business, it may have some problems if there's a disturbance, an issue within the environment.
January 14, 2019
PureEngage review by dutch Engineer
Within our company, we currently use Genesys Engage for all contact center applications.
We currently use multiple solutions from Genesys next to the framework. Namely: SIP, E-services, GVP, Routing, WFM, GIR, Outbound etc.
Genesys is used by all departments that have contact with customers either by mail, chat, phone or web form.
We also use GIR for the recording of speech and WFM for workforce management.
We also use multiple applications for reporting.
We currently use multiple solutions from Genesys next to the framework. Namely: SIP, E-services, GVP, Routing, WFM, GIR, Outbound etc.
Genesys is used by all departments that have contact with customers either by mail, chat, phone or web form.
We also use GIR for the recording of speech and WFM for workforce management.
We also use multiple applications for reporting.
December 26, 2018
Genesys: the ONLY solution
Score 9 out of 10
Vetted Review
Verified User
Genesys Engage is being utilized across our entire organization, encompassing 5 different business units, to ensure we are working towards efficiency and intelligence in getting work to our people.
December 18, 2018
PureEngage SMS integration
We currently have some of our Health Offerings integrated into the Genesys Engage system to send out automated SMS notifications to our client's patients on behalf of them. These notifications can be simple appointment reminders to health notifications to let the patient know that they are in need of some medical attention by a certain health provider.
December 13, 2018
Great Job with Genesys!
Genesys Engage is being used across the whole organization. The company separates into 3 main products the channel of communication for the customers and as well as internally. Mainly, the bigger channel is Voice, second is Chat and at the end Email. The biggest problem I experience on the QE is regarding the customization for the agent desktop. The company used to use our own desktop apps using Genesys SDK, and constantly we found issues with the libraries that impacted the voice operation mostly.
December 12, 2018
Genesys PureEngage way to go.
Score 9 out of 10
Vetted Review
Verified User
With increasing customer expectations, our company knew they needed to address several specific business challenges impacting their customer experience and business efficiency. Our company turned to the Genesys Engage™ Platform to amalgamate their contact centers onto a single vendor, and implemented inbound voice, outbound voice, analytics and the omnichannel desktop. With these solutions in place, our company can now blend inbound calls with back-office work to improve agent efficiency. Genesys is providing us with the ability to build that omnichannel customer experience that we had in mind for our customers. It’s giving us the opportunity to share the same language with all channels that we are deploying throughout the organization.
December 12, 2018
Review from a telco engineer
Genesys Engage is deployed in Vocus to support our own Contact Centre with about 2000 agents provisioned.
December 10, 2018
Quality product, great support, fully customized.
My company is working as an external support for a big department of another company where installs and configures many products of Genesys Engage and also checks to solve issues and problems of existing installations. It is used by a department located in Switzerland and they are involved in many different scenarios from the development to the installation with custom options addressed to the customer.
There is also a team for the directly support of the customer for the bug fixing and problem solving with a ticket management.
There is also a team for the directly support of the customer for the bug fixing and problem solving with a ticket management.
November 27, 2018
one of the best contact center solutions in the market
This product is used as an omni-channel engagement platform to engage with customers and provide them with great customer experience pre-sales and post sales life cycle of the products/services that we offer in the market place. It is a good solution that we have customized a bit to suit the kind of experience that we will want our customers to have when they call in or contact via social media with a query or issue.
November 27, 2018
10 years of experience with Genesys PureEngage at a glance
Genesys Engage is used as a primary omni-channel contact center solution, to engage customers in inbound and outbound conversations through the voice channel, as well as a variety of digital channels. Thanks to Genesys Engage, we can consistently engage customers no matter what channel they use and have a 360 degree view on the customer journey. Finally, Genesys develops with the market so that we can rely on them to provide a customer engagement solution for new digital media channels that show up on a regular basis.
November 23, 2018
Genesys PureEngage Review
- Genesys Engage products are being used for IVR purpose for one of our client.
- It is used by users to get information or to raise an issue regarding the client product.
- We use phone/email/fax as our services now. Evaluating to use social media.
- It provides round the clock support for different regions of the globe with different language skillset.
November 19, 2018
Happy Genesys Engineer recommending PureEngage
My company deploys Genesys in other companies Contact Center departments as well as for HelpDesk, Sales or HR infolines.
November 18, 2018
PureEngage works for us!
We are a reseller of Genesys Engage and have it deployed at many customers. Each customer uses it a little differently, from individual departments to the entire organization. It is used with voice, email, chat, text, outbound, and I am sure others I am missing. It is almost limitless in its flexibility and size.
November 12, 2018
A Few Words on Genesys PureEngage
As a Genesys Engage partner, we walk the road to success with our customers. We resell, plan, implement, support and maintain Genesys Engage solutions for our customers.
The team also works with customers for software development consultation and professional services. However, we develop strictly integrated software products on top of the Genesys platform.
November 12, 2018
Good product. Bad partners
Genesys is being used only by one department. It is being used by the recovery department but we want to expand the use to more departments. The recovery department calls all customers with outstanding debts and receives all calls from customers with billing problems. For us, the service is critical as it directly impacts the business's billing.
November 12, 2018
Another Satisfied Customer of Genesys PureEngage
Genesys Engage has been implemented and deployed as our sole tool for handling the customer omni-channel experience for the whole organization. Its main purpose is to support the customer across a few different channels of communication. It is mainly used for prioritizing and distributing calls, emails and social media, while also having it integrated with Salesforce. It's the only tool in the organization for the above-mentioned purposes.
November 02, 2018
Our Journey with Genesys PureEngage
Genesys Engage is being used globally across our whole organization. The key business problem was the challenge of following the entire customer journey from entry to transfer to exit, and with Genesys Engage, we are able to do so globally. Our legacy ecosystem consisted of many isolated ACD's, and this finally gives us one, global view.
October 30, 2018
A short story from a Genesys user
Score 9 out of 10
Vetted Review
Verified User
Genesys Engage is being used by Contact Center to support our clients to get the best way to solve their problems or questions about our products. With Genesys, we improve the internal operations controls and reduce operational costs. Our staff areas uses Genesys Engage too, they need to make fast decisions and Genesys online reports helps them very much.
October 25, 2018
PureEngage is doing well
It is being used by whole organization at Cablevision Argentina S.A. We use the Genesys Engage product for the company call center, for voice and multimedias services. The company provides TV streaming services along all country locations. The company uses a Genesys partner to solve their technical issues.
We use Genesys Engage in our contact centers which are the first point of contact to the customer. We have been using Genesys since the year 2000.
Genesys helps us to deliver customer care including customer retention, collections, claim follow-up, general inquiries; also we use the platform to perform telemarketing direct sales for a variety of products.
Genesys helps us to deliver customer care including customer retention, collections, claim follow-up, general inquiries; also we use the platform to perform telemarketing direct sales for a variety of products.
October 19, 2018
Genesys PureEngage great solution from a great team
We use Genesys Engage for almost all Spain organization for our contact server.
We have constant requests to improve and shorten the average operating times. The process to develop and promote to production environment strategies and subroutines is long and cannot be automated.
We have constant requests to improve and shorten the average operating times. The process to develop and promote to production environment strategies and subroutines is long and cannot be automated.
October 19, 2018
Partnership
We are currently partners of Genesys, so we give support and perform new implementations for customers. We are always giving advice and try to increase the performance of our customer's contact center.