Genesys Contact Center Porfolio
We as service provider implemented Genesys based solutions for different clients. I am an expert in Genesys Routing Strategy development …
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.
Recent 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
- 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
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
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.
Features
Return to navigation
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
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
Compare with
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
Genesy Engage is being used in B2B2C and B2C in multiple organizations, helping us with communication with our customers via email, voice, chat and outbound dialer. Switching to this system has increased visibility on metrics and being able to easily switch skills based on volume.
January 28, 2020
CX is Genesys PureEngage
Previously, we were using IN-IN call center technology in our call center, but we have moved and use Genesys Engage. The reason for this change was a refreshment on IVR and routing ability. We got really good customer feedback after the switch.
December 25, 2019
Genesys has Inspired Us to Deliver Best Customer Experience
I am working at Jawwal; the leading mobile operator in Palestine. We are using Genesys Engage to receive inbound calls from our subscribers to enable them to manage their self-service without making any need to call agents or visit the company showrooms. Currently the Genesys Engage platform is used by Integrations and Development Department and also by the customer Care Department to enhance the customer experience and improve the customer satisfaction. Previously, we were using Alcatel Lucent platform as IVR channel, but the problem that the time to market was too much. Also there were many operations on the system.
December 12, 2019
The best integration you could ever dream of.
Score 9 out of 10
Vetted Review
Verified User
- Comfortable integration with other systems
- This is important for the bank, as we work with different programs. Conveniently, the client card is automatically pulled up with full information from our software. Our employees no longer spend time searching for customer information outside.
- Genesys Engage saves customers' time.
- 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.
Cal uses Genesys Engage as a contact center solution for its service center.
We mostly use the routing strategies for voice calls and the Infomart solution for data analysis.
November 14, 2019
Genesys PureEngage Review
We are currently using Genesys Engage on several of our call centers. We have not migrated fully from our old system. This has resolved several issues we had encounter such as combining channels on one application (Chat, Email, Voice). Additionally having access to historical data from one tool gives us a better insight at providing better service/we are looking forward to acquiring the outbound portion of this later this year.
November 13, 2019
5 stars, would invest again!
We use Genesys Engage across almost 100% of our UK business. It addressed our end-of-life email system, fragmented telephony systems, and non-integrated chat & social solutions - and is key to driving future value through more automation of customer contact and use of intelligence. It also gives us a universal view of contact across all parts of our organization and helps us understand the whole business performance.
October 22, 2019
You won't regret using PureEngage
Genesys Engage is being used for:
Collection: With around 1000 agents, doing different campaigns from early, medium and late delinquency, using a predictive dialing majority.
Marketing: Advertising products, telling our customers that they have a credit line available and that their credit line has been authorized.
Sales: Helping customers finish their online sales.
The primary problem that we have is controlling the dialing ratio between our different services, sometimes we over-dial, making the platform crash, but we are able to get it back up and running very quickly.
Another issue we have is the correct use for the call treatments, to use them correctly and be able to dial all the phones we put into our database.
Collection: With around 1000 agents, doing different campaigns from early, medium and late delinquency, using a predictive dialing majority.
Marketing: Advertising products, telling our customers that they have a credit line available and that their credit line has been authorized.
Sales: Helping customers finish their online sales.
The primary problem that we have is controlling the dialing ratio between our different services, sometimes we over-dial, making the platform crash, but we are able to get it back up and running very quickly.
Another issue we have is the correct use for the call treatments, to use them correctly and be able to dial all the phones we put into our database.
October 11, 2019
Genesys PureEnage, A Cut Above the Competition!
We use Genesys Engage for interaction (chat, email, voice) forecasting, WFM for schedule optimization, and real-time queue monitoring. Genesys Engage is currently used by three departments within the organization. We needed a solution that can accurately forecast interaction volume and allow us to staff to projected workload and trends. We also needed reporting capabilities to measure adherence, service level, and average engage time, to name a few. Genesys met our business needs by providing solutions to our problems under one umbrella. We will be replacing our aging Agent Desktop application with Workspace Desktop Edition, which will further delight our customers and users by providing a true omnichannel experience.
September 16, 2019
Empower your Enterprise through PureEngage: The Gateway of Knowledge for All-Things Genesys
Genesys Engage is used for downloading new application versions, downloading user guides for various applications, creating trouble tickets and for interacting with the Genesys community.
September 16, 2019
GenesysPureEngage Rules
Genesys Engage is used in the whole organization. All contact center users manage the customer journey from AXA customers via Genesys Engage. More and more departments ask to onboard on Genesys platform to benefit from the features it provides. The business needs are addressed simply because the possibilities you have with Genesys Engage are really a lot. We use Genesys for inbound, outbound and workload distribution.
August 24, 2019
My Genesys PureEngage Review
We use Genesys Engage products to manage leads coming into and going out of our contact center. Genesys is the heart and soul of our contact center. We manage all interaction types from voice to SMS and everything in between. Genesys Engage is a central location to all of the deployment guides and knowledgebase articles that we use every day. We are able to become a managed service provider and utilize everything from Automatic Call Distribution, Intelligent Call Routing to automated Intelligent Workload Distribution (IWD). Our agents save countless hours a week utilizing outbound features like Click to Dail. Integration between our SRM (Salesforce) and Genesys tools are seamless.
August 20, 2019
Review from a re-seller of Genesys PureEngage
we use Genesys Engage to support our client base. We are a partner with Genesys and re-sell Genesys Engage.
August 20, 2019
Genesys PureEngage Review
Don't use it within my company. I support & implement this technology.
August 16, 2019
Genesys PureEngage from a systems integrator
We are a systems integrator and our USP is the development and application of two assets: Accelerate and Mission Control. Accelerate is built on the premise that Genesys Engage deployments can be simplified, de-risked and accelerated by using known, proven design patterns and deploying them using scripts for consistency. This has been validated in multiple implementations and is a sought after asset by other global SI's. Mission Control then simplifies the creation and configuration of customer journeys and experience across all channels so that business users can implement the solution they need.
Genesys is our contact front for all types of interactions handled by our workspace.
August 06, 2019
Why do Sales with Genesys Engage
We integrated it with our customers, they found in Genesys a powerful tool to accomplish the needs in the customer service, sales, or collection. Genesys can be deployed in all kinds of organizations. Flexibility with no technical limitations to integrate with third-party software is one of the key values of the Genesys Engage suite as well as the best practices and experience.
August 06, 2019
Genesys Pure Engage Platform Review
Genesys is replacing our home-grown call routing software. Currently being used by a single department within Willis Towers Watson, but being looked at as potential pilot for other business lines. Genesys provides strong business data integration for call routing logic, configuration management, and interaction recording management.
August 06, 2019
Genesys PureEngage viewpoint
I am a consultant for Genesys Engage. The several clients we have worked with, uses Genesys through the organization or in different stages of consolidation towards Genesys.
August 05, 2019
One Source of Truth Means Data You Can Trust
We implemented Genesys Engage Cloud to replace our three disparate call centre systems. We use voice, chat, and email routing, along with callbacks, workforce management, call recording, speech analytics, and reporting.
While the main users of the platform are the team members at our Client Care, it is also in use throughout the enterprise for smaller phone or chat needs.
Genesys Engage Cloud allows us to consolidate all customer interactions coming in to our queues into one experience and one customer journey, with the data to track it all.
While the main users of the platform are the team members at our Client Care, it is also in use throughout the enterprise for smaller phone or chat needs.
Genesys Engage Cloud allows us to consolidate all customer interactions coming in to our queues into one experience and one customer journey, with the data to track it all.
August 03, 2019
Genesys PureEngage Review
Genesys Engage is one of the products that we install and manage for our largest clients. It is extremely powerful and flexible and allows us to address all business needs of our most demanding customers. Currently, we are giving support, developing IVR and WDE customization and preparing GIA installation for one of our banking clients with Genesys Engage.
My department is a reseller and integrator for Genesys. I am involved in the implementation of Genesys Engage solutions. The business problems addressed depend on the customers we implement the solution for.
July 29, 2019
NextGen Genesys
Currently rolled out for a particular BU. Will be rolled out to few more departments down the line. Offers Omni channel (voice, chat, email) capabilities with centralized routing mechanism.
July 29, 2019
Why to PureEngage with customers
We resell Genesys Engage and implement products of the suite for different verticals (Telco, Banking, Insurance, Utilities, Public). Genesys Engage is being used as an Omnichannel CX Platform to engage with customers for any aspect (Sales, Support, Onboarding, etc).
July 27, 2019
PureEngage review
We design, build, deploy and manage contact center solutions for organizations in Canada. We support multiple products including Genesys Engage. Genesys Engage is used in our large enterprise market segment that requires complex solutions.