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%
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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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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).
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Reviews
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July 27, 2019
Call Center efficiencies through Genesys PureEngage
Core call center platform servicing over 8 locations and 1,500 agent positions. Used for routing, reporting, SIP transformation, and voice analytics.
Genesys Engage is our Telephony platform for all our call centers. We use it for all our voice applications and as our routing engine to manage call traffic to our call centers.
June 12, 2019
Genesys Pure Engage is the future
We are using Speech Miner for speech analytics. We use Genesys to provide insights on data we acquire, to improve the customer experience. and elevate our team members.
My company offers the services of Genesys Engage to other companies. We provide consulting, development and support services related to Genesys Engage. Through Genesys we help companies to establish a better relationship and service with their clients. We also help companies to better manage their resources by offering tools that show data and statistics that allow them to develop their business.
June 04, 2019
Genesys is a best-in-class Call Center product.
We have been using Genesys as our call center solution for 5+ years and are very happy with the support we receive in regards to their products. Technicians are quite knowledgeable and working sessions tend to produce great results. The Genesys application itself has been very reliable and is definitely one of our largest revenue-impacting applications. Without Genesys, our Sales Team would face real challenges.
May 30, 2019
An asset for CX
In my organization Genesys Engage is being used as a workforce management tool. It helps us determine the call rate, the state of our agents, and give us a bigger picture of CSD.
May 28, 2019
PureEngage, big boss of contact centers
My role in my present organization is to design scalable, resilient, high performing and feature-rich contact center solutions. Often the customers are external. However, given the scale of my organization, a large deployment was done to cover the needs of a handful of business units.
With the growing number of ways in which people connect with each other, our customers are constantly looking for opportunities to make their end-customers' experiences smooth and seamless. This requires being able to maintain the context of customer conversations regardless of the mode they choose, and to integrate closely with information systems to personalize their experience.
Genesys Engage is like a Swiss Army knife of contact center solutions. It has an elaborate, industry-leading technical offering, which is complemented by a support structure second to none. Combining the ease of integration, even with legacy systems, provides us the confidence to address those business needs.
With the growing number of ways in which people connect with each other, our customers are constantly looking for opportunities to make their end-customers' experiences smooth and seamless. This requires being able to maintain the context of customer conversations regardless of the mode they choose, and to integrate closely with information systems to personalize their experience.
Genesys Engage is like a Swiss Army knife of contact center solutions. It has an elaborate, industry-leading technical offering, which is complemented by a support structure second to none. Combining the ease of integration, even with legacy systems, provides us the confidence to address those business needs.
May 16, 2019
Great product but always do your research and validate so you feel confident in your choice
It is being used across several departments and over 1000 users. We've solved multiple vendor issues as well as outbound call notification issues.
April 30, 2019
Client engagement from the comfort of your couch
We are gold partners of Genesys in Argentina and we use Genesys Engage across our organization. We have three departments - professional services, support, and sales. We have twelve accounts with Genesys Engage currently. I'm working with six consultants in our sales department, all who are certified in different solutions (I have the Genesys eServices 8 certification).
April 16, 2019
Genesys PureEngage Review
I have been working with Genesys for last 2 years. We are using Genesys Engage with almost all components. We use it globally in our organization for contact centers to handle customer queries in different time zones and different languages. Genesys Engage applications like Pulse, Datamart, GAX, WFM and Verint are used by various departments.
We have achieved moving the overflow of calls from one site to another based on the best target available according to skills available to attend the call, which allows for the presence of our agents 24/7.
Genesys WFM solution helped supervisors to manage and create agents’ skills and enhance their productivity by using the performance and adherence capture. We use Genesys IVR and Customer data display for WDE. It allows agents to recognize customers by their name and category to delight the customer. These are some of the great achievements that have helped us to achieve great productivity for the agents.
Genesys Engage is a world-leading omnichannel customer experience platform. The solution helps the customers to engage with the organization on all communication channels like mobile, web, social media, email and voice. Genesys Engage is powered by powerful Genesys software which is behind many of the world's leading contact centers. Industry best practices are baked into the product which delivers the best in class omnichannel customer journey. With the growing demand for digital channel usage, Genesys has incorporated the routing and reporting infrastructure to handle omnichannel interactions. Genesys Engage provides a personalized experience for the customers.
April 10, 2019
PureEngage - Complete CX platform
We are using the Genesys Engage platform in our contact center division. This platform is being used to connect to our clients for any Client Support and even for targeting new prospects. This is integrated with our CRM solution. This tool gives a complete view of our customer interaction via voice, email, or chat, and hence is a 360-degree view of our customer touchpoints.
April 06, 2019
Simple and brilliant
Genesys Engage is being used across whole organization, distributed across 4 different countries and several different departments with 3500+ seats and all the channels offered by Genesys.
We recommend the solution because we are a banking and finance providing company, and Genesys Engage enables us to run Genesys within our own premises on our own terms and conditions through our compliency strategy.
Genesys Engage has allowed us to consolidate multiple telephony solutions into a single, in-house solution. This provides our organization with a better level of visibility and agility, and our agents and customers with a better user experience.
March 26, 2019
Genesys PureEngage: The leader of Contact Centers
At Intracom Telecom, we are using Genesys Engage with almost all components. Intracom Telecom is the leading company for Call Center technologies in Greece and abroad. Therefore, if there's a new application or new Genesys module, we train and implement it officially for our customers.
We also implement Proactive Chat and Genesys Outbound in order to increase customer experience for our customers. We create proper supervisor processes in order to manage Agent's shifts using Genesys WFM. Agent or call based issues are being solved using InfoMart and Interactive Insights reporting. Genesys IVR for enhanced capabilities is also being used in order to design dynamic IVR functions. This is achieved using powerful routing strategies for voice media channels.
Concluding, we use all solutions from Genesys (SIP, E-services, GVP, Routing, WFM, Outbound etc) and it addresses all kinds of problems that have relation to VoIP calls and Contact Centers in general.
We also implement Proactive Chat and Genesys Outbound in order to increase customer experience for our customers. We create proper supervisor processes in order to manage Agent's shifts using Genesys WFM. Agent or call based issues are being solved using InfoMart and Interactive Insights reporting. Genesys IVR for enhanced capabilities is also being used in order to design dynamic IVR functions. This is achieved using powerful routing strategies for voice media channels.
Concluding, we use all solutions from Genesys (SIP, E-services, GVP, Routing, WFM, Outbound etc) and it addresses all kinds of problems that have relation to VoIP calls and Contact Centers in general.
March 21, 2019
Why PureEngage Remains A Market Leader
I have been working with Genesys for almost 11 years now. Genesys Engage solution is a proven and efficient customer relationship management platform. Its ability to integrate with other solutions is impeccable. We once developed a routing recommendation engine using other Genesys APIs to make use of the historical statistics of the agent and customer to a perfect matching. The custom-developed application is based on some metrics and calculations and arrives at a number which again is derived from how soon the agent is going to available or how efficiently the agent is going to handle is this customer. The ability to deploy such complex solution was amazing. It would not have been possible without Genesys Engage solutions.
March 20, 2019
Pure Engage:Product of Capabilties.
Genesys Engage is used globally in our organization for contact centers to handle customer queries in different time zones and different Languages. Genesys Engage applications like Pulse, Datamart, GAX, and Verint are used by various departments within the organization. With functionalities like intelligent routing, we have achieved moving the overflow of calls from one site to another based on the best target available, which allows the presence of our agents 24/7 with a variety of skills. With WDE customization, we are able to achieve the color coding of frequent interactions. Customer data display on WDE allows agents to recognize customers by their name and category to delight the customer. These some achievements and this solution have helped us to enhance the productivity of the agents by using the performance and adherence capture of the WFM solution.
March 15, 2019
Genesys PureEngage
It is being used as the ACD system for the FAA's MyIT Service Center. Chickasaw is the contractor for the Help Desk. I use your program to gather and report call data on a daily, weekly, and monthly basis. Genesys is a powerful utility that makes my reporting duties much easier.
March 12, 2019
Great product - great people
We use Genesys Engage to effectively engage our members. It is easy to use, easy to train, and gives me the kind of in-depth reporting tools I need. We utilize it for front facing customer interactions through multiple platforms. It was easy to implement and has been very easy to scale as our company grows.
March 09, 2019
Next Generation Contact Center
The application provides hardware flexibility and almost any kinds of customization is possible in Genesys as per customer need.
February 28, 2019
An all in one solution for your contact center
We use Genesys as an all in one solution for our Contact Center. In a nutshell, we have Inbound voice, outbound, chat, email, iWD, wfm, and reporting. Currently, our entire call center part of the contact center uses a Genesys product. Recently we have started to integrate the back office agents on to Genesys using iWD. I can give a specific about what problem we use iWD to address. Genesys has a product called iWD. This is used to route back office work to agents. Our company had a specific problem where they were not able to get reporting statistics on what their agents are doing. Traditionally, we started with a pull method. A bunch of forms gets loaded into a central location. Agents go in there and start working of the forms. At the end of the day, they know agent 1 completed 20 forms and agent 2 completed 15 forms, etc. What this can't tell them is how long did this form take to complete, what is the average handle time for this form, etc. We implemented iWD to solve this issue. What this allowed us to do was to stop agents from cherry-picking forms and to give proper reporting statistics. This made a world of difference. The call center is now able to get real-time and historical reporting all the way down to the individual form that was submitted. Having access to this leads to much greater efficiencies. Along with the reporting, you are able to build rules associated with each form. It is extremely easy now to prioritize various forms over others so that you can meet deadlines and such. This has lead to an astonishing increase in the amount of work they are able to complete and has completely transformed the call center.
February 27, 2019
The Enterprise Interacting Management Backbone
Genesys is the middleware backbone for our entire global customer interaction management system. We use Genesys to handle, manage and deliver our members (and guests) questions, concerns, and requests to some 7000+ agents scattered across the globe. Genesys also provides the 'glue' to integrate into many enterprise systems that provide data or need updates based upon the nature of these interactions.
February 19, 2019
Genesys PureEngage - The Future is Here
Enterprise contact center platform that manages and delivers voice calls, E-mail, and chat connectivity.
The platform is designed to handle current demand and predicted demand throughout the lifetime, and be scalable to facilitate expansion both in terms of volume usage and functionality. It's built as a multi-tenant platform.
Below are some key features:
1. The Speechstorm customer journey module helped to analyze the customer experience on IVR. Based on results, actions were taken to delight the customer with more self options to answer the queries and personalize IVR options based on selections done in the past.
2. Last Agent routing enabled faster resolution of queries as the customer doesn't have to explain the problem again, which in turn decreased the AHT.
The platform is designed to handle current demand and predicted demand throughout the lifetime, and be scalable to facilitate expansion both in terms of volume usage and functionality. It's built as a multi-tenant platform.
Below are some key features:
1. The Speechstorm customer journey module helped to analyze the customer experience on IVR. Based on results, actions were taken to delight the customer with more self options to answer the queries and personalize IVR options based on selections done in the past.
2. Last Agent routing enabled faster resolution of queries as the customer doesn't have to explain the problem again, which in turn decreased the AHT.
February 15, 2019
Genesys : Computer to Telephony Integration Solution Provider
After my Bachelor degree I got placed in an MNC and got selected one of the Premier Clients where I was introduced to Genesys: Contact Center Solution Provided based on the features of the Customer Interaction Management Platform. Over these years I have got the opportunity for working in Genesys environments. I have seen how Genesys evolved and its main idea of providing exceptional customer services with intelligent routing. I have got an opportunity to work with Legacy Genesys products like Voice Treatment Option which was to used to configure the Prompts and later worked on Stream Manager environment where the music and prompts were placed in the installable folder and Configuring the Strategy using the Interaction Routing Designer Now currently working on MCP and in future I will be working on the GVP product Used the development interfaces like the Genesys Proprietary IRD and also plugin based on Eclipse - Composer Had the chance to work on Genesys versions 7.2,7.6,8.1,8.5 It is being used as the Customer Service for voice, email,Chat architecture of the organization It address the customer enquirers, their issues and product information, placing orders, status info etc..
February 15, 2019
PureEngage is Miles Ahead of Others
Genesys Engage is amazing! To have the ability to have one system package to process voice calls, route based on your company skill sets, and report statistics is truly beneficial to a successful corporate model. When comparing it to other software in this market, Genesys Engage is miles ahead of everyone else.