Genesys Multicloud CX (formerly Genesys Engage) Reviews

We are a gold partner for Genesys in EMEA [and] we have implemented Genesys Engage in many customers. Also, we are supporting these customers as well.

We are a vendor to Genesys, not users.

The Genesys Engage modules are used in all areas of the Contact Center in NOS, from technical support, to collections, financial, commercial, churn.
It is used for self service as well as for the assisted services. It addresses the problem of integration of the customer information data among the different channels and the different teams and applications.

The customers where I worked integrating Genesys have taken great benefits of the detailed reporting to analyse the customer behaviour and improving the customer service. Also the reach set of customer information collected during the IVR and call routing makes it easier for the agents to handle the customer requests and issues, improving the AHT and customer satisfaction.

We used Genesys to manage all incoming interactions for voice, email and chat for our 4 calls centers from end consumers and trade customers. We also currently use Proactive Notification to inform customers of reschedules, replacement orders, and order confirmation. Genesys Workforce Management is used to manage employees schedules. Other Genesys products used are Alto, SpeechMiner, GCXI, GI2, Callback, and more. We leverage these systems to be on a singular platform, enabling quick communication across teams.

Since the launch of Genesys, we have seen an improvement in ASA for phones and email, providing a greater level of service to our customers.

In my current organization, as a reseller of premium contact center technologies in, we pitch, consult, deploy Genesys Engage and Cloud platforms to our customers and provide professional services along with long term support to them.
Apart from helping our customers to transform their contact center solutions with this robust technology, Genesys Engage is deployed for BT's own CX platform across organization.
Moreover, during this COVID pandemic situation, we came across the concerns from customer to enable their associates to work from home as well, we found our best solution in Genesys Cloud offering called Genesys Cloud (formerly Genesys PureCloud) which helped our existing customers to continue with their business operations during the pandemic as well which resulted in very good CSAT score.

With the vast experience I had with Genesys Engage (since version 7.6) over last 10 years, I can say that Genesys Engage platform has always met our expectation which is shown by the CAST and NPS scores.
Customers are very happy with the solution we propose and build for them and for all the improvement/expansion requests we came across, Genesys has always proved to accommodate those upgrades and functionalities with minimal downtime and manual interventions.
The historical/real-time reporting tools are so good to provide in-depth knowledge/insights that the data driven decisions and projections helped our customers to be upfront with all the upcoming challenges or any under/over utilization of resources.

We are currently using Genesys Engage within our consumer services division. We will be expanding its use throughout the organization in the coming months. We are using Genesys Engage to improve customer engagement, reduce human-agent interaction, and reduce call handle time. Our existing interactive voice response (IVR) system is outdated, and this is primarily a modernization effort.

Impact is currently limited, as we have just completed the first implementation.

Our company installs Genesys products to its clients. We support this software.

Our clients use it to get in touch with debtor (banks), to collect feedback and orders (builders and insurers). Different channels of communication are preferable to different people. Some really like to use chats to stay connected.

Based on our clients' interests in Genesys, it really helps to improve client experience. It helps to automate different functions and manage human resources better. It provides means to monitor and judge call center activity.

The company I work for is a Genesys partner. We sell Genesys, implement it, and give support for other companies.

We helped our customers to improve and personalize their customer experience

We currently use the Genesys Engage solution for our contact centre for all inbound calls to the business and for outbound welcome calls, etc. using the dialer application. We also utilise the Workforce management app to roster shifts and breaks for all contact centre agents. All reporting functionality is done through Genesys as is our call centre wallboards.

The biggest impact Genesys Engage has had in our organisation is the stability of our Telephony platform, Genesys Engage just works. We have had few to no system outages since implementation.
Making changes on the fly is easy through the designer portal, agent efficiencies have improved using the WFM tools, outbound welcome calls are now streamlined.

CTBC is using Avaya PBX/AvayaIC/Avaya IR/CMS as a contact center platform and among different business units since 2008. The depart included Banking, Credit Care, Corporate banking, Risk management, Collection, Telemarketing, Branch supporting, Internal Help desk. They meet the requirements from the Financial Supervisory Commission. ROC needs to keep the core platform version updated. One thing impacted the decision as always: cost. If the upgrade for the Avaya platform costs 2 million (in USD) without a functional improvement, why would we go with that? Instead, we set up a team including IT personnel (application team, PBX team, voice team) and users (Banking) to investigate 2 things:
1. To form the new target to improve customer experience and enrich the core service in various ways as a digital transformation project. This canNOT be done using the existing platform, considering the impact of recent digitalization on the Banking environment. People are using apps/web more than going to the branch.
2. One unified platform to serve the entire CTBC group (and sub-companies). The management team just finds it is hard to share the technology or service because various platforms had been used among the group. This will be a good chance to see improvement through this change.

After a 2-year survey, they chose Genesys Engage as the platform for us and started a 2.5-year transformation project.

For customers, this is easy to use: as CTI attached data had been improved, we now can use this to design the service pattern, and raise FCR. It helps manage call waiting: It is not easy to handle call waiting using Avaya given calls are diverted from queue to queue. Using Engage routing. Customer satisfaction is up 12%: To take advantage of the platform, the team builds up a "File transfer" function. That is easy to transfer the document that the customer or the contact center needs. Workforce Management using the inbound volume is collected from channels--resource planner is easy to understand real status on time. No more batch jobs between Avaya CMS and Bluepumpkins. It also provides an interface for agents to exchange shifts and get approval from the supervisor.

Our company, as a supplier, delivers Genesys products to Czech and also world-wide customers. We can install and maintain small as well as big centres with thousands of agents. We have customers from telco business as well as from financial and healthcare business.

Genesys Engage products are our best software we offer to our customers and they are highly satisfied with it.

We use Genesys Engage for our customers to easily integrate their current backoffice systems with their customer contact center.

In the beginning it was a steep learning curve which caused a slow start. After this slow start the efficiency was going up and customer contact was more effective. NPS improved greatly.

We use Genesys today to handle/distribute calls from more than 100 IVRs to a pool of 3000+ agents. We currently use DTMF only but we are planning to migrate to a speech enabled system soon. We also use Genesys Workforce Management for most of the agents which is a great asset to help them manage their staffing.

We have had a very reliable and stable environment for many years. We have a large customer base that uses are systems regularly and they can rely on it being up and running. Our agents handle calls with ease because of the Genesys WDE tool and they can manage those calls effectively.

Genesys Engage (formerly PureEngage) is installed companywide and on a global scale. We have offices for our CC employees around the globe and have one platform to accommodate all. This has the advantage over the older solution where there was a separate solution in every region. The current solution lowers maintenance effort and costs and provides a unified customer experience in all countries.

At first when starting up the implementation of the platform itself, routing logics and building integrations cost a lot of time since there weren't any standardized connectors available. In the long run, when everything was set up, it saved a lot of time on maintenance and agent efficiency. Of course the most important thing is that our customers were happier since they were assisted more quickly by the best suited agent.

I'm working with IVR development, BI reports, WDE customization, Strategies etc. In my company we work with customers (Banks and Contact Center enterprises) that acquired Genesys Licensing and need PS to create solutions for Contact Center in Genesys Engage. We work with chat (WhatsApp integrated), voice for receive final customer contacts.

We use multi-tenant Genesys Engage to provide our customers with the Contact Center as a service. Also the same platform is used internally across the entire organization to service our customers' requests. It allows our customers to contact sales and support departments via e-mail, voice and chat. Customer interactions are routed to the right persons and logged/recorded which allows managers to estimate the service quality and take appropriate actions.

Genesys Engage deployment definitely made better customer experience and increased employee productivity. Now business knows who are calling and what customer asked before. Managers can control both agent utilization using reports as well as customer satisfaction (with post call survey and interaction history). Not sure about additional revenue but sure that Contact Center deployment saves cost of customer interactions handling.

Genesys Engage is pitched by our organization where the requirement is to have all the features of Genesys along with future scalability. We have an implementation team who have already deployed enough Engage solutions in customer fields like banking, airlines, insurance, telecom, travel tourism, etc.

The organizations in which we have implemented Genesys Engage have seen a considerable increase in CSAT rating and also the agent utilization has increased.

Better customer experiences when omni channel routing were implemented.

We use Genesys Engage in our IVR but we do support for customers that have Genesys and we have some projects going on right now that we are installing Genesys Engage.

Our customers have seen great improvement with change to Genesys Engage solutions, the customization done and all reports and control that they have with Genesys have improved their work a lot.

We support and implement the Genesys Engage services used by our clients. Applications are also developed that integrate with Genesys. A complete service is provided to our clients for their contact centers, ranging from voice channels, chat, email, social networks, reporting systems, routing, etc.--everything in Genesys Engage.

It helps a lot in the administration of agents, improving the speed of attention, improving the routing ratio to assign a suitable agent according to the client's needs. Optimize the speed of agents when responding by all means.

I'm a support engineer for several clients with Genesys Engage. The client occupies it throughout the organization of its contact centers to provide service on its products.

Increase the number of agents.

We are using Genesys Engage for all contact center employees. We have many small teams that operate as individual contact centers and some that are large contact centers. It is all one tenant but each team has its own hours, business rules, and logic. This allows us to customize things for each business unit or team as if they were a different customer. We have a template of options that can be provided to them so it is like we are offering contact center as a service. This includes eServices (iWD, chat, and email). I have been very happy with the openness of Genesys' database for reporting. All other vendors of contact center software that I have worked with always lock down their data so you have to pay large amounts of money in order to access the data and build your own reports. We are essentially saving hundreds of thousands of dollars by building our own reports with Genesys' open database (Infomart).

As with any contact center solution, it saves tons of money by automating processes that were previously handled by live agents. However, I cannot state that a Genesys solution is noticeably more price-effective than other solutions. I can say that the iWD solution provided automation that has allowed us to capture 800k dollars in invoicing in a single year.

Genesys Engage is implemented by many of our customers. It is not used directly by our organization. It is used to cover the needs they have for their own clients, from information requests, to claims, through sales, delivery, and receipt of documentation, urgent situations, etc. That means that they have to be able to serve customers through the different means and possibilities that exist today.

As integrators, we do not directly use Genesys Engage in our organization, but the clients for which it is deployed indicate that they have the tools that allow them to get to know their own clients better, be able to adapt to a changing environment, and act easily to improve their key parameters. It is a good way to increase income and reduce costs.

Our customers use Genesys Engage in Japan for domestic users in the following industries: banking, insurance, credit company, power industry, computer software company, finance company, etc. They use Genesys Engage mainly for call centers, especially for inbound and outbound calls from their customers.

Genesys Engage seems to become more stable over time because troubles or system failures on customers' system are far more less than a few years before. Customers experiences less egative business impact and they are safely continue their business without stopping the system.

I am working at Jawwal; the leading mobile operator in Palestine. We are using Genesys Engage to receive inbound calls from our subscribers to enable them to manage their self-service without making any need to call agents or visit the company showrooms. Currently the Genesys Engage platform is used by Integrations and Development Department and also by the customer Care Department to enhance the customer experience and improve the customer satisfaction. Previously, we were using Alcatel Lucent platform as IVR channel, but the problem that the time to market was too much. Also there were many operations on the system.

Customer experience: 40% increase in customer self-service levels
Employee engagement: 80% improvement of employee satisfaction
70% reduction in technical faults