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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.

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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 …
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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

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Pricing

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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.

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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
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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...
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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).
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Comparisons

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Reviews and Ratings

(343)

Attribute Ratings

Reviews

(1-4 of 4)
Companies can't remove reviews or game the system. Here's why
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Genesys PureEngage is used by our organization to support our in house contact center, which supports our customer using different channels like voice , chat , social media , email, etc.

It is used by our Marketing Dept. for outbound calling, the customer care department for handling inbound calls, and queries raised via social media.

We are now looking forward to integrating Voice assistance and chatbot functionality with Genesys .
  • We have integrated our Mobile Banking App to Genesys using its GMS solution so customers can now see real time statistics / waiting time to reach the call center agents for their specific query
  • We are now also working on Genesys Bot Gateway to integrate the chat bot application with Genesys, so agents can handle the chats that are not handled by chatbots. This can build an extra strong FAQ in our database
  • WorkForce management and its use via Mobile banking App.
  • Simplified call routing
Best contact center product for routing. Seamless integration with third party vendors like Nuance , Avaya , NICE, etc. GIR is not very suitable for recording, though, in comparison with NICE and Verint
Contact Center Software (13)
47.69230769230769%
4.8
Agent dashboard
40%
4.0
Validate callers
40%
4.0
Outbound response
50%
5.0
Call forwarding
40%
4.0
Click-to-call (CTC)
60%
6.0
Warm transfer
30%
3.0
Predictive dialing
40%
4.0
Interactive voice response
50%
5.0
REST APIs
60%
6.0
Call scripts
40%
4.0
Call tracking
40%
4.0
Multichannel integration
70%
7.0
CRM software integration
60%
6.0
Workforce Optimization (WFO) (9)
72.22222222222223%
7.2
Inbound call routing
60%
6.0
Omnichannel inbound routing
70%
7.0
Recording
70%
7.0
Quality management
70%
7.0
Call analytics
80%
8.0
Historical reporting
70%
7.0
Live reporting
80%
8.0
Customer surveys
80%
8.0
Customer interaction analytics
70%
7.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
  • GI2
  • GRS
  • Intelligent Routing
1500
Call centre Agents , Supervisors , QM
11
L1 Support : 6 Resources :
Who have basic Genesys knowledge and can help users with Low priority incidents based on FAQ

L2 Support : 4 Resources :
Who have Intermediate level of technical knowledge and supports meduim prio incidents

L3 Supoort : 3 Resources :
Who have Professional level knowledge on Genesys products and supports High and Crtitical level incidents and problems
  • Intergration of our Mobile App with our Contact centre plaftform using Genesys Mobile Engagement
  • Integration of our CHAT BOT with live chat using Genesys BOT Gateway
  • Integration of our Verint WFM using Genesys Gplus Adapter
  • Cant Say
Yes
Avaya CM and NICE Perform
  • Price
  • Product Features
Price, features , market reviews and future need
  • Implemented in-house
No
Change management was minimal
  • Hardware and Operating system
  • Existing Infra needs to be upgraded
No
  • Self-taught
No....It was difficult as I really missed the LAB enviorement
Just right for this type of product
No
Some - we have done small customizations to the interface
No
Yes
our Contact centre runs 24*7
Well , I think there are many improvements needed with Genesys Support
Yes
The bug was fixed by provising a new release but it took a lot of time
NA
  • User Interface
  • Application version upgrade
  • Third party intergration
  • Export features like Agent details
  • Troubleshootimng due log wrtining mechanism for some applications
Yes
Perfect and as we expect
We are getting what we are paying for and able to create better CX using Genesys PE products
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.
  • 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.

For us Genesys Engage is very helpful in management customer contacts across multiple channels directing the client to the correct agent according to the desired solicitation. We improved the client journey with Genesys and we can see that in our NPS survey results.

We still not use Genesys WFM because we need an interval of 10 minutes. We are waiting a new realese with this interval.

  • Avaya and Cisco AS5800 Series
We chose Genesys Engage because the tool has an easy administration and provide an unified view of our operations.
With Genesys Engage we are able to orchestrate our differents channels in a very simple way delivering the interaction to right agent.
  • Additional channels with AI
  • AI/machine learning capabilities with Kate
  • More integrations with our systems
3000
Contact center operations, like digital, chat , e-mail, voice, IVR to identify the clients and offer the better way to solve their questions, Outbound to improve sells, back office, staff areas, MIS to generate reports, IT to improve custumer experience with new features, business to make decissions.
12
Software engineer with skills in IWD, IVR, Dialler, CCPulse, Interactive Insights, WDE, WFM, Java, .net, route, t-server, SCI, OCS, WDE Supervisor, IWD Manager,
  • Improve sells with outbound
  • Reduces TMA with intelligent routing
  • Improved customer experience with auto-service IVR
  • Improved the clients satisfaction. We can saw that in NPS survey.
Because Genesys Engage helps the company to reduce costs, improve sells, give to contact center more operation controls. Genesys invest a lot of money and effort every year to give the best way to their clients to improve the business and CX.
Cisco Unified Communications Manager (Call Manager), Avaya, Microsoft Power BI
Yes
We replaced Avaya G3R and a internal CTI solution. We decided to do that because we needed to improve our results very fast an we didnt have a team to do that in the correct time, so with Genesys we can do that.
  • Product Features
  • Product Usability
  • Product Reputation
  • Third-party Reviews
The features and the easy way to use them.
I probably dont change.
  • Implemented in-house
Yes
phase 0 - IVR
phase 1 - voice integration with CRM platform
phase 2 - outbound
phase 3 - chat and e-mail
phase 4 - softphone as backup
Change management was a big part of the implementation and was well-handled
We had to make a lot of meetings with the key users to explain how the process it works with a new platform and show to operators the gains that a new tool gives to te company. These issues was made after the beggining of the project and We needed to do I little earlier.
  • Know how to make the implementation
  • internal alignment
  • user engagement
Was difficult but very rewarding to see the final result.
  • In-person training
Because I learned a lot with the training. Was very helpful.
Its not easy to learn without training, I recommend to do the Genesys University.
just right for this type of product
Have a well-defined permission tree
Yes - we have customized the interface extensively
Yes, we use the CRM interface. At the beginning we had a lot of problems and now works very well. We need to work hard to solve the problems.
Yes - we have added extensive custom code
Yes, we had to added the CRM codes to work together Genesys
No.
Sometimes I wait a long to have a solution and sometimes I need to explain the problem more then one time.
Yes
Yes, in the past I report a bug in AIL but Genesys don't care about it.
unfortunately not.
  • Reports
  • WDE
  • IWD
  • IVR
  • Outbound
  • Integration with SDK
  • T-servers
  • new reports on Hyperion
Yes, but I don't use it
The native interfaces are very simple to use, you might have problems with you decide to customize the interfaces.
Some modules you can scale easily and others not
Sometimes we have problems with unexpected restarts that cause impacts in the contact center operations
works as expected
  • CRM PLusoft
All interfaces of attendant are in our CRM integrated with Genesys by SDK. We had problems with interactions, places status and agent status. Genesys support help us to solve this problems.
  • not now
  • API (e.g. SOAP or REST)
  • ETL tools
no
Because its not easy to integrate, you need to work very hard and you certainly will find problems.
Do that with specialized professionals .
We have a good relationship and support.
very easy
Price, support and allocation
be close
Yes
Yes, we have using the new version of Genesys Engage. We had some problems to update the version and process lasted almost one year to finish.
  • new features
  • environment more reliable
  • new version of real time reports
  • AI, chat bot
  • interfaces for final user (client and operator)
  • AI with voice
No
No
November 04, 2017

Satisfied Customer

Score 9 out of 10
Vetted Review
Verified User
Incentivized
It's used as the customer interaction platform across the company (3 core countries).
  • Blending of interaction types
  • Efficient workload handling
  • Robust system
  • Reporting can still be made more easy
  • Enablement of new channels
  • Faster implementation of add-ons
Well suited to large organizations with scattered customer contact and even centralized organizations. Multiple channels and multiple locations.
More flexible. Easier to configure. Better to expand with new functionalities, and better support and after care.
  • Whatsapp
  • Additional labels to rollout to
2500
Customer service reps
10
Experienced Genesys consultants and some generic functional staff
  • Interaction routing
  • Workforce planning
  • Customer Engagement
Acceptance is high. Knowledge is now there.
Yes
Avaya and Rockwell
  • Product Usability
  • Prior Experience with the Product
We had Genesys in use in one country. Their organizational maturity was much higher than in the other 2 countries, mainly because of the available Genesys functionality.
More site visits to other users.
  • Professional services company
TeliaSinera
Yes
Additional channels over time
Change management was a big part of the implementation and was well-handled
Focus on organizational change and not on technical implementation
  • Platform stability (server park)
  • Network stability
  • Organizational readiness
Too many I guess.
  • Online training
  • In-person training
Good training, but on limited locations. You can almost only follow trainings in europ in the UK and in Germany. Uk location is relatively difficult to get to and on a exppensive location. The content of the training is good, supplied training material is okay, but sometimes a bit outdated. When you follow a training it is most likely because of a recent purchase which is uasually the latest version.
Interesting webinars on relevant topic are being provided regularly. Th e webinars a often provided by Genesys and hosted by a very experienced product owner. In many occasions a customer is invited to share his / her experiences and best practices. Webinars can be watched at a later time for your convenience.
Interesting question: Compared to other products like Avaya the Genesys Engage product is far more straightforward and easy to learn without complex trainings.This saves the user a lot of time. Waiting is not required to get started and to start using the product. A good set of background documentation is also available online for customers.
No
We have an SLA with a system integrator
Support is really doing its best and focused on resolving the issue.
Yes
Yes. Quite a lot of suggested features have also been adopted by Genesys.
We ran into a rather complex routing request from the business. Genesys prioided very skilled consultancy to help analyze and discover a solution.
  • Configuration
  • Desktop customization
  • Adding new channels
Yes, but I don't use it
Because ot is
Derek Gibson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use it in the following manner:
  • To manage incoming ACD calls, emails and voicemails for the Customer Relations Call Center, Energy Services Dept, Internal Help desk and Vegetation Management Dept
  • To manage outbound Campaigns for Vegetation Management, Final Bill notifications and Disconnect Notices
  • To manage Walking in Customers queued up in custom developed KIOSK using generic interactions
  • Manages ACD calls effectively
  • Allows for accurate reporting on productivity, efficiency and quality assurance
  • Allows for custom development to meet Utility specific needs
  • Records, scores, archives and manages reporting around various quality assurance process for all ACD interactions
  • Effectively utilizes real time speech analytics to support quality assurance
  • Centralized management of all aspects of support and administration
  • Work for management module does not allow for level of customization that is needed by Union run Utility call center
I have experience using most of the main competitors of Interactive Intelligence including Avaya, Aspect, Cisco and Nortel and Interactive Intelligence is superior across the board, without question.
  • Custom Kiosk application using generic interaction for walk in customers improved the efficiency of the lobby staff by almost 200%
  • QA tools allow for automation of many aspects and the efficient management of scoring and recording .
  • Manages all types of interactions and improves agent productivity for emails, voicemails, calls, chats and walk in interactions
  • Manages reporting on of interactions and improves agent productivity for emails, voicemails, calls, chats and walk in interactions
  • Centralized support tools allow for small staff to support and administer all parts of the system
  • Integration of all modules allows for active, real time passing of data to provide real time speech analytics, qa, reporting, workforce management and general interaction management
As mentioned previously I have experience with almost all of Interactive Intelligence competitors. I have 25 plus years in the callcenter/servicedesk management industry where I have either built and managed call centers in multiple countries or implemented and managed the back office aspects of call centers. Across the board Interactive Intelligence is superior to the competition. This would include front line customer use of client interface, QA, reporting, speech analytics, customization capability, ability to integrate fully with incident management systems, outbound call campaigns and anything else you can think of. It is efficient, user friendly, easy to support and manage; has superior built in redundancies; and provides rock solid performance with uninterrupted down times.
Call Center, Help Desk, Telecom support, Energy Service commercial account, Lobby walk in customer staff
3
Call center management, Call center support, telecom support, crystal reports development, general development experience
  • Management of Call Center staff time and efficiency
  • Quality assurance tools
  • Speech analytics tools
  • Customization ability
  • Outbound campaign utilization and reporting
  • Adhoc reporting
  • Call recording management and storage
  • Integrate solution
  • Created customized kiosk solution for walk-in customers. Customers walk in, utilize kiosk to enter name, account number and why they are there. The information is then compiled and queued up in ACD system to present to next available advisor. Also allows for lobby staff to support the call center when there are no customers in the lobby.
  • Utilizes speech analytics to proactively intervene when either advisor or customer steers call in an undesired direction.
  • Allows for automated contact of customer to notify them of vegetation management or utility work in their area as well as collection of final bill and delinquent bills.
  • Working towards fully utilizing workforce management module. Right now we just use the time off request module.
Consistently superior performance. Consistent focus on improving and developing product. Consistently superior support. Superior ability to customize and integrate with all levels of a contact center, help desk or service desk
Yes
Antiquated NEC provided module
  • Product Features
  • Product Usability
  • Product Reputation
  • Vendor Reputation
  • Positive Sales Experience with the Vendor
  • Analyst Reports
  • Third-party Reviews
Seeing it in action. We were invited to the company site to see live development, support and production demonstrations. We made several site visits to customers that already were using the products
Pretty happy with what we did. I would highly recommend the site visits to current customers.
  • Professional services company
We used a company called AVTEX to implement systems
Yes
Evolution, testing, implementation, lessons learned
Change management was a big part of the implementation and was well-handled
It is critical to utilize change management with all parties involved, network, training, desktop, and department staff that will be using the various modules.
  • Proper configuration of PRIs dedicated to the systems. There were issues with provider having various issues with packets proceeding and following interaction.
  • Training of staff that will using various modules.
  • Getting buy in from executive staff.
be sure to involve members from all parties that would be involved in implementation from day one
  • Online training
  • In-person training
Staff responded well to trainer and provided excellent post training reviews.
Those that utilized online training provided excellent post training reviews.
This aspect of the system is very straightforward and intuitive and one of the strengths of Interactive Intelligence.
You need to be fully aware of your company needs.
Yes - we have customized the interface extensively
We did so to allow for end users to take advantage of time off requests in work force management module. This was easy to configure and simple for end user to take advantage of.
Yes - we have added extensive custom code
we did so to meet out needs for inbound IVR, speech analytics, adhoc reporting and it was easy to complete each
Nothing significant comes to mind.
No
We have significant in house resources, and we have support agreement with AVTEX for daily issues and significant issues are sent directly to I3
Have used the product for 11 plus years, since version 2.2 and cannot remember a time when I have been disappointed.
Yes
most of the time they were aware of the issue and have a fix to apply that corrected the issue, other wise were always receptive to take information on the issue and pursue developing a fix to correct the problem
Every time. there are consistently concerned with the success of the customer and looking for new ways to exceed expectations. I have developed various relationships with training, support and development sections of the company and have never been disappointed.
  • Integrated nature of all modules
  • Ability of complete customization to meet our needs
  • Adhoc reporting ability
  • None come to mind.
Yes
we have not yet implimented the mobile interface
My long history of success with I3 which included custom adhoc reporting, internal customization, over all support received, integration of all aspects of system
We continue to successfully scale up to meet new needs that arise, past successes of doing the same and the general success of leveraging technology to work smarter and not harder.
Built in redundancy features have resulted in zero downtime in my 11 years.
Never being disappointed in my 11 plus years of utilizing the various aspects of the system. No matter what we throw at it, the systems continue to perform as expected.
  • Remedy
  • CIS system
  • Web interface
  • Self service portal
Using built in APIs provided by Interactive Intelligence and soap utilities we completed each effectively.
  • File import/export
  • Single Signon
  • API (e.g. SOAP or REST)
  • Javascript widgets
SOAP
The various successes that I have been a part of over the last 11 plus years.
Long history of success and their overall responsiveness.
They are platinum premier partner with Interactive intelligence, my long history of successes working with them.
Support agreement and future upgrade. We negotiated multiyear deal that locked in various support, development and upgrade components
Talk to other customers and make site visits where possible.
Yes
various over the years and the use of development environments and the built in redundancy of the systems resulted in zero down time and no negative impact of each release
  • New features provide in release
  • New features provided in that release
No
No
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