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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- 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
(26-50 of 147)Companies can't remove reviews or game the system. Here's why
November 23, 2021
A inside view from a business focused partner
- Single all in one platform
- Optimize call flows and campaigns
- Generate effective multi platform interactions through different digital channels
- Secure and reliable information in a single platform of all the interactions [regenerated]. Historical and valuable for [decision-making] and strategic measures.
- native Whatsapp for all tiers
- instagram
- native bot
October 19, 2021
Big and complicated for big and complicated companies
- Scale to support large agent populations.
- Scale to support large call volumes.
- Highly flexible in interaction flow design.
- Administration of interaction flows is incredibly complex.
- Environment upgrades are incredibly complex.
August 15, 2021
Adoring Genesys Engage (Digital)
- Well architectured.
- Dynamic.
- Has various solutions to your requirements.
- Complex architecture
June 25, 2021
Practical solution for today's CX needs
- Cloud environment
- New features and upgrades
- Omni channel experiences
- Speed of implementing new ideas
- Forum for suggesting new ideas
- CARE team responsiveness
- Genesys documentation/videos
June 03, 2021
A good solution for complex problems
- Call Routing - very reach set of features for call routing and attaching information to the calls.
- Reporting - very powerful detailed reporting with good integration capabilities with the customer data warehouse and Big Data.
- Self service - very good set of features for implementation of IVR flows with integration of customer databases and external services.
- Reporting - usually the out-of-box reporting functionalities is weak for the more complex organization, therefore requiring a higher level of customization.
- Outbound campaigns - some features of the outbound campaigns were not improved for a long time and the high availability solution has some faults.
- Management complexity - the platform for big installations may get quite complex with several servers requiring a lot of management attention and a big technical team.
May 26, 2021
Genesys allows to get the job done better
- Omni-channel support.
- Very customizable routing.
- Software based solution.
- Can be integrated with other vendors products.
- Distributed system with failover support.
- More comprehensive information in documentation.
April 15, 2021
Genesys PE Cloud lives up to the hype
- Routing
- Third-party intergrations
- AI
- Audit logging
- Systems support
- Cloud support
December 15, 2020
It just works
Score 10 out of 10
Vetted Review
Verified User
- Great UI. Everything is logically structured within the portal.
- It just works.. there's no fiddling required.
- Everything we need in 1 platform.
- It's huge, understanding everything initially can be overwhelming.
- Some system changes cannot be done inhouse (adding virtual queues).
- Finding support is not always easy when using a vendor (not a Genesys issue).
December 15, 2020
Genesys Engage review
- System is highly robust and modular.
- System can be sized and deployed according customer needs.
- Genesys customer support is fast and has good knowledge of products.
- Documentation is weak sometimes. One thing is described differently in two separate documents.
- Licensing is not legible sometimes.
November 18, 2020
Complete suite for integrations
- Flexibility to provide solutions for problems
- Integration with other applications is seamless
- User provisioning can be automated with ease
- Steep learning curve to administer and implement the system
- Routing scripts can be complex
November 13, 2020
Complete contact center solution for big and small companies.
- Integration with 3rd party products
- Flexibility of creating specific customer journeys
- Integration with the current PABX system as so to not create too much confusion for end-users
- More intuitive routing design tools
October 16, 2020
Genesys is the large call center's best friend
Score 9 out of 10
Vetted Review
Verified User
- Workforce Management
- Windows install & Linux install
- Speech integration
- License management
- Reporting
September 28, 2020
Why Genesys Engage?
- Omni channel routing, voice, 3rd-party chat, 3rd-party video, email are included.
- Amazing Genesys Pulse reflects the current stats in real-time.
- Open SIP standard helps CTBC during the COVID-19 pandemic.
- Active call recording architecture free the contact center location.
- Voice bot AI adoption in following integration, GVP doing well.
- Need an experienced team member run the project.
- To archive omni channel, you need to set up a team to design it.
- Reports in real time.
- Historical reports.
- Fully customized routing.
- Documentation sometimes is not very clear.
- Some features are hard to integrate with other platforms.
August 19, 2020
Genesys Engage Review
- Available 24/7
- They have an internal escalation system, which makes it easier for clients to process a case.
- For question cases or high-level problems, they have good response time.
- It has very good and complete documentation
- In critical cases sometimes the response times are not the best.
- Due to time zone differences, sometimes communication is delayed.
- Although service in general is quick, there is not always an expert in all services at all times.
June 01, 2020
Robust solution worthwhile
- It does well in its entire structure.
- In addition to voice, inbound and outbound solutions
- As well as e-service solutions such as chat and email.
- Improve the interactive insights reporting interface to make it more user-friendly for the novice.
- That Pulse on your interface may be more like CCPulse in delivering online statistics. It is difficult since it is more thought of as a dashboard.
- Improve the connection of ETL jobs in the GIM Manager.
May 27, 2020
Genesys Engage Review
- Can be fully customized to meet customer demands.
- Provides truly omni-channel experience
- Extremely scalable
- Time-consuming to implement
- Expensive compare to Pure Connect and Pure Cloud
May 08, 2020
Overall, Genesys call center suite is great, giving developers the opportunity to learn and grow
- Rich functionality and features
- Product can be customized to meet different business demands
- Documentation and technical support are well organized
- Hardware demand is high for enterprise. The move moment towards cloud infra is the better strategy
- Some core applications such as configuration DB, TServer etc. are not natively support active-active running mode across multiple data centers
- Real time latency across data centers is always a concern. Not sure if it can get better when migrate apps in cloud
May 06, 2020
Great product for better interaction handling
Score 9 out of 10
Vetted Review
Verified User
- Powerful: It can be used for very large organizations
- Modular: Adaptable to different needs
- Complex architecture: Some modules are made up of many components
- Infrastructure requirements
- High learning curve for the end user
April 29, 2020
I'm an analyst who works with Genesys every day.
- Fewer problems when installation is well done.
- Reliability.
- Customer care support.
- Documentation could be more friendly.
- Some configurations could be easier to do in GIR (Genesys interaction recorder) for example.
- Have more free content for beginners to learn it.
April 28, 2020
Genesys Engage has been consistently great
- Reporting
- Ease to copy existing objects when adding new users, groups, etc.
- Variety of tools to administer the environment (legacy and new)
- Consolidation of all capabilities into each management tool--some functions are available in one tool but not another
- Tighter integration of Genesys-acquired apps (namely iWD, GMS) into the overall solution--currently they seem very bolted-on instead of baked-in.
- iWD is too scattered across GRE, Composer, and objects--there needs to be a more consistent flow of logic within fewer areas (not jumping through different apps to perform actions)
April 22, 2020
We recommend Genesys PureEngage!
- Technical expertise.
- Support system.
- Product system is a little bit difficult to understand.
April 15, 2020
Genesys PureEngage is not a bad choice.
- Rather robust and mature SIP stack allows simple integrations with telephone infrastructure.
- Powerful and flexible outbound engine.
- Allows voice, e-mail, chat, SMS interaction to be handled similar way with the unified metadata attached to those interaction allows to identify customer interaction history and thus better serve requests.
- CCPulse out of the box reporting application fits to the common CC business use cases with not so much customization which can be achieved without programming.
- Good API interface allows 3rd party integrations if necessary.
- Powerful routing engine.
- PBX capabilities (numbering plans, provisioning, centralized phones control, etc.) are not so good.
- Recording architecture can be better.
- Too open architecture sometimes makes supporting more difficult as customer has to apply to different vendors to support different CC subsystems (e.g. Microsoft/Oracle for DB support, HP for hardware, etc.).
March 03, 2020
PureEngage Review
Score 8 out of 10
Vetted Review
Verified User
- Routing.
- Omnichannel.
- Social media.
- Product vision.
- Analytics.
February 14, 2020
Review from a 7-year user
- It creates a dynamic customer experience.
- It reaches out to users in multiple platforms.
- Customer support.
- More opportunities to expand Genesys knowledge.