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)
    9.8
    98%
  • Agent dashboard (109)
    9.7
    97%
  • Multichannel integration (105)
    9.6
    96%

Reviewer Pros & Cons

View all pros & cons
Return to navigation

Pricing

View all 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.

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 8.4

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

8.6
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 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

(101-125 of 147)
Companies can't remove reviews or game the system. Here's why
February 15, 2019

Genesys SoundBite Review

Score 4 out of 10
Vetted Review
Verified User
Incentivized
  • Support staff is friendly
  • Requesting programming changes is usually simple and easy and turnaround times are reasonable.
  • UI is easy to navigate
  • Very little self service options - almost everything has to be done by a Genesys PS resource.
  • Customer Care technicians appear to know very little about the system. Tickets require seemingly endless examples of an issue before the issue is resolved, and the resolution is often not satisfying. They seem to know next to nothing about what the values in their reporting data mean.
  • We had to build our own custom reporting using raw data dumps from the Genesys system because we weren't satisfied with any of the Genesys canned reporting or the real-time dashboard reporting in the Account Manager UI. We also did not want to have to go to Genesys every time we wanted to make a change or update our reporting logic.
  • After a few years with the product, we're still struggling to understand our reporting. As we learn more about it, we also continue to sniff out potential problems with our setup or scripts.
  • I recommend avoiding the SoundBite product all together. The architecture isn't the same as their main offerings and is extremely limited on features.
Apostol Savu | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Power of Omnichannel Contact - You will have the entire conversation whether it started on voice, continued on chat and ended on email.
  • Powerful Interaction Routing - to the right skilled agent and a lot of optimization on resources.
  • Tremendous options for customizing to fit any possible business scenario.
  • Automatic updates for Genesys PureEngage components - like Microsoft updates for example.
  • More HA HotStandby components for seamless switchovers.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • Routing - The Genesys bread and butter and where they really excel is their ability to get customers to agents who are equipped to help them quickly. The ability for this routing to also take place across channel allows you to consolidate systems that would otherwise have to work independently(with multiple routing strategies)
  • Mobility - Genesys Engage Cloud, being a web based solution, allows for your work force to be mobile. A virtual agent a thousand miles away has the same experience as someone sitting in the office.
  • Unity - The cloud suite makes it easier to consolidate vendors, allowing you to go from dozens of partners to just a handful.
  • Cloud Stability - Being in the cloud, up-time and stability are dependent upon substantially more infrastructure than on-prem solutions, the vendors that manage the servers, and environmental factors.
  • Communication between systems - Genesys has a full suite of CX tools, some of these tools were acquired through acquisitions and have not fully been integrated. This means some of the systems do not talk to others. This is important to ask about when looking at new solutions to consolidate vendors.
  • Parity of cloud and premise services - Currently premise solutions support more features than the cloud based counterparts. The cloud service would benefit from having accessible APIs or services to bridge connection gaps and to provide much needed customization for businesses. Customer service is not a one size fits all business so adding features like this will help pull cloud forward.
January 23, 2019

An Unconventional Review

Score 6 out of 10
Vetted Review
Verified User
Incentivized
  • Innovative
  • Scalable
  • Development
  • Flexibility
  • Many applications must be use to create, program or monitor a particular function.
  • Not a user-friendly platform.
  • There's a lot of requirements you need to troubleshoot a certain issue in any channels.
Paul van Zoest | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Since Genesys is a complete solution with "building blocks" it's really flexible and can be used for almost all contact center uses. It has a wide application and everything needed can be added separately which is a big advantage.
  • You don't have to buy everything, just the components you need and add them to the current configuration.
  • Flexibility is the key within Genesys Engage. This makes it a really well working and customizable solution.
  • Since it's so flexible, everything you want and need has to be configured. This can take some time since you need a good business plan to know what you want to achieve.
  • A lot of time is needed for learning all the products! (expect ~2 years of training before you know the system well).
Jasmine McCarty | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
  • Ability to integrate with pre-existing platforms
  • Easy and efficient Omni-channel UX
  • The ongoing administration of the system can get quite technical and requires a specialist to ensure continuity of the platform
  • The out of the box reporting is not very broad and relies on having Interactive Insights of an external reporting system to get the most relevant information
Alan Edwards | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • The reliability of the platform has been wonderful. Since our integration we have not seen any disruption in our services with the Genesys Engage platform.
  • We have always received timely updates and resolution to any ticket that we may open and have questions about on a particular transaction that we submitted into the system.
  • Insight into the platform logs would be beneficial to integration such as we have. We do not leverage a lot of the built-in functions but leverage the APIs heavily and it would be nice to be able to see dashboards built around the metrics of the APIs so you could trouble shoot some of your own issues without having to submit support tickets.
December 13, 2018

Great Job with Genesys!

Daniel Lopez | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • The intelligent Routing is a very good product. This is part of the most important component across the company to support all the traffic of our interactions. This is able to manage cross Geo Routing and select the best agent available accordingly to the Biz rules.
  • Realtime reporting is also another product that works very nice and with high standard of effectiveness and precision of the numbers reported. The way to you can access all this info make really easy to start working on numbers and take decisions in order to improve the service level.
  • Customer desktop integration is some of the bigger issues we experience that affect that affect in a big escale mostly the voice channel. The integration with SDK products sometimes is difficult to identify issues on controlled environment. Then after find some issues the usual time to get it fixed is long.
Jean-Pierre Sudre | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
  • Only one platform to answer clients needs through an omnicanal approach.
  • Helping us to be able to blend inbound calls with back-office work to improve agent efficiency.
  • Making possible and easier to improve the whole customer experience.
  • Workspace Web Edition Agent Desktop on Eservices support.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Reliable performance of Genesys applications in spite of the installation on VMs
  • Range of features provided
  • Flexible to interact with other web service for IVR customization
  • Cannot cancel call back call after agent accepts preview
  • Agent can still go ready when headset is unplugged but call is actually rejected by SIP Endpoint
  • Screen recording is tied to voice recording for blending agents
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • It is possible to fully customize the product adapting to the customer requests.
  • It is divided into many different products that are individually configured.
  • The support is prepared and fast to answer to all kind of requests.
  • Error checking for calls or chats.
  • More auto-configurations with examples of the results.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Provides a good call center experience to engage with customers, prospects.
  • Can be customized to our environment.
  • user training is available and is done well.
  • Better support for the platform as such from the vendor since they seem to have limited experts in the field.
  • Also when doing upgrades to the solution, please be aware of all the inter-linkages and ensure the impact of upgrade on the inter-linkages as we have found that at times links get broken.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Omni-channel architecture, one platform for voice and digital channels.
  • Scalable, enterprise-grade quality.
  • Excellent Professional Services.
  • Future proof: always trying to stay a step ahead of market trends.
  • On-premise products slow to adopt cloud infrastructure (hybrid / public cloud).
  • Missing configuration management / DevOps strategy for on-premise solutions. External tools (like InProd) are required to fit the gap of configuration management between dev/test/prod environments, and for configuration audit.
November 23, 2018

Genesys PureEngage Review

Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Genesys Engage products cover end to end automation of client IVR requirements.
  • It has good reporting features to analyze the available data.
  • It has good workforce management features to get good ROI.
  • Genesys PureEngage product has integration issue with MS-CRM product as its getting out of service.
  • Genesys PureEngage product [GA] should have all the features that Config Manager Editor has so users can use either of them which he prefers.
  • Genesys PureEngage should have a feature so that end to end call flow can be shown/tracked either in GA or CME, instead of going to logs and checking.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Multichannel - all channels in one platform
  • Routing - very flexible and highly configurable
  • Reporting - Realtime and historical, all statistics that you need
  • Outbound Campaigns - not easy to load records from Excel, poor treatment possibilities
  • Service Support - long time to resolve the issue
  • Some applications hang while security scanning
November 18, 2018

PureEngage works for us!

Score 10 out of 10
Vetted Review
ResellerIncentivized
  • Genesys Voice Platform (GVP) offers endless customization and is super flexible.
  • Inbound routing is also super robust and highly customizable.
  • Outbound helps our customers save a lot of hours of work by automating reminders.
  • With incredible customization sometimes comes incredible complexity.
  • There are many ways to do some things, which can get difficult on occasion.
Score 10 out of 10
Vetted Review
ResellerIncentivized
  • Genesys Engage is excellent in orchestrating contact center resources thanks to its perfectly integrated components.
  • Your channels for customers may include voice, digital or social media, and Genesys Engage will let you manage them easily.
  • Genesys Engage lets you to trace the interactions from starting until the interaction is resolved.
  • During the journey of the interaction, you may deliver the interaction to any resource that takes actions for the resolution and you may notify your customers on the progress and consider their responses to decide what to do next.
  • The other great thing is, the monitoring and reporting tools help you to analyze and project how good your company is doing, from many different perspectives.
  • From a technical perspective, Genesys Engage - Routing is excellent. It lets you develop very simple flows easily, but also very complex flows can be developed without getting lost in the flow. Supports well-known infrastructure systems like operating systems, RDBMSs, PBXs. So, it is highly possible that your deployment will be done on the infrastructure that you are experienced on.
  • Uses open standards.
  • Components are very robust. It also supports any HA and DRC scenarios that your company policies require.
  • The user interfaces are good looking in general, but they are generally designed from an engineering perspective which hardens daily jobs. The design can be improved.
  • For newer components, the implementation phase might be really hard, due to lack of documentation and low quality documentation.
Soraya Granda Segovia | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • Informart. We have some detailed reports with all the genesys of the information that happens on the platform.
  • Outbound predictive. Although it was very complex to configure it, the times are very good allowing to minimize the free time of the agents
  • Real-time monitoring with pulse.
  • Partners. In spain there are a few partners of Genesys, and some of them despite being a "gold partner" give a very poor service.
  • It's too expensive
  • Support. The support of both partners and Genesys is not always correct
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • IVR capabilities are well aligned and the functionality is complex, yet super effective to use and integrate.
  • Amazing capabilities for voice channels, and not just media channels.
  • Integration with third-party platforms is easy to carry out and works well and as expected.
  • Extensive reporting tools make it easy to focus more on the customer experience enhancements.
  • Real-time reporting can be improved in certain areas. Sometimes there is a mismatch between the real-time and historical data (maybe due to the system data refreshing as you view them).
  • Some of the support documentation lacks integrity. It seems like different teams worked on the documentation, thus, it's not consistent in some places. Would be good to have it reviewed.
  • Would be good to have a functional video-chat ability.
Peter Nilsson | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Genesys Engage team does a great job partnering with us on identifying the highest value services we need to run our business.
  • The Customer CARE team started weak but has really committed to improvement and are now staffed to ensure the right level of insights and telemetry are on the platform to alert us of any issues.
  • Overall commitment to our company has continued to grow. They demonstrate this by placing on-site resources and meeting with us regularly to continuously improve their delivery model.
  • They started very weak with regards to their NOC capabilities on our PureEngage platform. Insights were weak, and their auto detection of incidents was so weak that we often knew of problems before they did.
  • There is some missing functionality on their cloud platform compared to their legacy product. We have about 40 feature requests in the pipeline, all of which are needed.
  • The NOC needs to be fortified, but I believe they are doing so and also have a dedicated team of CARE professionals that are helping with the monitoring of the SaaS solution.
Score 9 out of 10
Vetted Review
Verified User
  • Routing - deliver the client interaction to the right attendant.
  • Proactive - call to clients and transfer them to an intelligent IVR that can solve problems and offer new products.
  • IVR - provides personalized experiences with our CRM integration.
  • we were able to organize and prioritize the back office tasks and obtain reliable metrics through the use of IWD.
  • WFM with intervals of 10 minutes
  • We really liked to use Kate but is very difficult to use new Genesys products in Brazil because our Genesys partner doesn't have to know how to implement it. With Genesys Brazil support I hope that we can implement it.
  • I, as a Genesys client, would like to get access to Genesys Care portal.
October 25, 2018

PureEngage is doing well

Francisco Tupac Vega | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Genesys Engage is flexible and it can be customized for customer needs.
  • Product support is good.
  • It seems that product lifecycle is good
  • Documentation has no standard. It seem documents are build by independent teams. Information is not delivered clearly
  • UCS : Universal Contact Server . This product is bottleneck between Multimedia and Intelligent work Distribution and their interface to Database is very complicated to manage and maintain.
  • GUI
Roberto Cardenas | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • How the different communication channels converge on the agent desktop (Workspace Desktop.) It's very intuitive and helps the CSR to have a context of all the interactions that the customers had, no matter which channel they like to use.
  • The robustness of the platform is great, we had almost no downtime; this helps us to always be able to serve our customers.
  • The openness of the platform. You can integrate it with a broad range of third party products and internal systems we have in place. This helps us to have the right data, giving our CSRs the tools they need to perform their jobs easily.
  • Provide more examples of integration with the WDE, also in the Developer training there is only one chapter to customize WDE. This could help to improve the integration time.
  • The cost of the platform could be improved.
  • The reporting for the eServices platform (email, chat, social media) could be better; it would be great to have easier integration with business data.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • There are a lot of solutions and applications than can be used for the business.
  • It's very customizable.
  • There are constant reviews, updates, and hotfixes.
  • There should be more practical examples about how to use functionalities.
  • It's difficult to know how many licenses are we using.
  • Processes of learning, implementing, controlling and managing features are expensive.
October 19, 2018

Partnership

Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • It manages different types of interactions (multichannel)
  • It is very scalable
  • It is very customizable
  • New things like Web Engagement
  • In quality they should have questions depending on the answer of the previous question
  • GIR is very difficult to install
Return to navigation