Genesys Multicloud CX (formerly Genesys Engage)

Genesys Multicloud CX (formerly Genesys Engage) Reviews

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Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
  • Well architectured.
  • Dynamic.
  • Has various solutions to your requirements.
  • Complex architecture
Genesys is well suited for medium to large scale customers. I recommend using Genesys, especially in digital channels as it's very powerful.
We are a vendor to Genesys, not users.
Supportive and helpful engineers & consultants. Sometimes they make it hard by their requirements and prerequisites during the support but at the end, the support goes to the right way till the issues are solved.
Because of having many modules and many channels [that] can be integrated, the usability becomes more difficult to train on new channels or new panels being added to the platform.
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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.
The Genesys Engage is very flexible and customizable platform, very adequate to complex and dynamic business areas where the reach set of features have a great added value and bring a lot of benefits. The reach set of SDKs and features is very useful for complex integration with the customer and external data.
This is not the best platform for small contact centers with simple or no integration requirements.
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.
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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
Overall, Genesys' platform enables open communication across large organizations. The cloud-based environment allows for an agile approach to future enhancements.
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.
Score 9 out of 10
Vetted Review
Reseller
Review Source
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.
  • Platform and hardware independence.
  • Easy to scale.
  • Super customizable and rebranding.
  • Easy to debug.
  • Very good after sales Customer Support.
  • Fantastic and easy to use User Interface Design.
  • Adapted to widely accepted network and software protocols.
  • Regular software updates and defect resolutions.
  • Good adaptability to existing CRM solutions.
  • Wide variety of software connectors and adapters.
  • Wide variety of SDKs are available to build custom apps.
  • Very good outbound functionality and predictive dialing algorithms.
  • Very good documentation.
  • Vast community and forum.
  • Centralized Software Installation and Upgrade facility can be optimized to great extent to reduce deployment/maintenance time.
  • The newer web versions of GA and GAX still lack some very good and flexible features of CME (the older version).
  • I can see a very good scope where all the software and services can be containerized (using docker, kubernetes containers) which is still missing.
  • Genesys lacks powerful tools to transform from other platforms (such as Aspect, Cisco, Avaya, etc.) seamlessly..
  • Costlier.
Genesys Engage is very much suited to all fields of product/services. It is the best CX Solution I have came across.
The scenario where I feel it to be less suited is lesser number of agents/associates as it comes with a huge license and infrastructure cost.
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.
Yes
I have experience in designing Genesys Engage solution since days of Genesys 7.6.
Many time it comes to me that the customer is eager to try/implement new features (some not a part of current release). so, for such requests, I have upgraded platforms of many customers single handedly with minimalistic downtime. Till date I find the upgrade procedure are very seamless and stable that we don't have to worry much (A hassle-free experience).
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
  • Routing
  • Third-party intergrations
  • AI
  • Audit logging
  • Systems support
  • Cloud support
Genesys Engage works well in complex scenarios with a variety of fulfillment systems. If you have a diverse customer base and/or product family, Genesys is a good solution. On-premise Engage is starting to go away, so be prepared to go to the cloud. If your IVR system is fairly simple, this will still work well but is rather expensive for those needs.
Impact is currently limited, as we have just completed the first implementation.
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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.
I have no experience in comparing it with other products. So, it is as a standard to me.

It does its job. Very customizable. I don't know yet any case where it was not suitable. Maybe I have too little experience with it. But it really provides a wide range of solutions.
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.
Pablo Gómez Ojeda | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
The company I work for is a Genesys partner. We sell Genesys, implement it, and give support for other companies.
  • With Genesys, you can have highly personalized interactive voice response menus.
  • Highly personalized routing strategies for call to meet any customer expectation.
  • Several different interactions can be managed by just one agent at one desktop.
  • You can track your contact center activity with reports and recordings.
  • Out of the box reports for multimedia interactions.
  • A new Genesys administrator that gathers gax, wcm, and cm functionalities, a definitive config manager applications non web.
  • It would be nice [to have] a new ccpulse non web.
Genesys Engage is well suited for large contact centers - maybe could be expensive for a small one.
We helped our customers to improve and personalize their customer experience
December 15, 2020

It just works

Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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).
This is a great all round telephony solution.
It handles workforce efficiencies with the WFM tools (shifts and breaks - adherence).
It covers business continuity and disaster recovery functions through emergency messaging.
Most functions are able to be performed in house (changing ivr and callflows) without contracting out.
Changing messages is easy with the media resource tab, all changes can be done on the fly.
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.
September 28, 2020

Why Genesys Engage?

Jack Lin | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Reseller
Review Source
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.
  • 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.
Covid-19 truly has had an impact all around the world. At CTBC, we had to make a decision to prevent the entire call center staff from losing work. How to do that? Simple--by using Genesys Engage. In the old days, this would have been costly. We'd need to re-configure the Avaya PBX extension and could only consider limited locations. Now, it just takes overnight. The agent packs up their computer/IP phone after work and just went to the new building, found the desk, plugged in the network cable and power. DONE--without any cost. This makes the management team happy.

A less appropriate case would be where you need something simple. It's complicated. Genesys Engage really fits into the scrum method to roll out the service.
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.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Genesys Engage is being used as the core solution of the Contact Center. It currently manages all inbound and outbound VoIP communications [and] it manages the routing to agents as well as the IVR. All the reporting and analytics of the CC are being managed by Genesys as well; helping to get precise metrics and insights to the sales and publicity teams as well as helping the business to acknowledge their strengths and weaknesses.

The reporting is divided in[to] historical and real time reporting. While historical reporting is focused to provide statistics and insights to implement long term strategies or control them, real time reporting focuses on the manage[ment] of the Contact Center on a daily basis. The best thing [about] Genesys is the impressive number of configurations that can be done to tailor the solution at the needs of the business.

We are currently implementing the eServices solution where we will be able to handle multimedia interactions like chat, email, Facebook and Instagram messages (both private and public) as well as integrations with custom chat services, Whatsapp and WebForms. Email services are already online, having great results on the answer rate as well as the routing to the corresponding agent to answer it.
  • Managing media interactions (either traditional, VoIP or multimedia).
  • Can be customized to your business needs.
  • Easy to use applications but with great depth and lots of functionalities.
  • Improve the real time reporting to be able to have metrics on an Organization Level.
  • Have more didactic documentation at hand for the customization of the platform.
Genesys Engage is a great solution to Contact Centers. If you manage voice interactions or multimedia interactions, Genesys Engage will have a solution for your needs. All of their solutions are tested and have been validated by several companies around the globe. It's prepared to handle loads of traffic and all their solutions are scalable if needed. It can be multi-site or single site, so it fits your company needs around the globe. So if you have a medium - large organization, either single or multi-site, with any kind of media, Genesys Engage is the Contact Center solution that can fit your needs.

In case you have a small organization, I wouldn't recommend Genesys Engage since it can need quite [a lot] of infrastructure. Instead I would go for the Genesys Cloud solution, which it takes away the infrastructure fee and have a more all-in-one feeling, giving you the chance to acquire new features on demand.
It improved the routing capabilities and provided a highly customizable business rules features to handle customer's interaction. It improved the time it takes for a customer to reach to the agent it needs.

The platform itself is really reliable and stable. We have a large customer base that uses our 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.
December 15, 2020

Genesys Engage review

Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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.
Genesys Engage products can be deployed in environments with few agents as well as in big contact centres with thousands of agents.
Genesys Engage products are our best software we offer to our customers and they are highly satisfied with it.
Score 8 out of 10
Vetted Review
Reseller
Review Source
We use Genesys Engage for our customers to easily integrate their current backoffice systems with their customer contact center.
  • 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
Creating custom integrations with applications already used within the organization.
It is less suited when used in a straighforward organization without need for specific integrations and if there is no PABX present and PABX functionality is required.
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.
Professional and knowledgeable support personnel help you in a quick and efficient manner when contacting them. The times we called upon them the problem was solved or a workaround was provided.
They are also open to feature request however as expected they cannot always be honored but sometimes they are.
Genesys Engage has a proven routing engine and outperforms many competitors. In terms of integration they are also almost unmatched. However with this level of integration possibilities also comes complexity of the solution. Managing and maintaining the system from a technical perspective requires more effort than similar other solutions.
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
  • Workforce Management
  • Windows install & Linux install
  • Speech integration
  • License management
  • Reporting
I think Genesys Engage is well suited for enterprise installations where there are thousands of agents available. They have an on-prem capability as well as cloud. They work very well with traditional vXML IVR development.

An area I think Genesys Engage would not be suited is a small, <100 agents, call center.
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.
Anytime I need to reach out to support we are answered with ease. There are times we need to phone a friend in Genesys in order to be sure we get the right level of attention - but that's usually because we failed to provide the right info up front. So, shame on us.
I don't have any experience to compare it to, but I've had no issues with using it either administratively or from an agent perspective.
Score 7 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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
Because Genesys Engage (formerly PureEngage) provides a very open architecture, you can integrate with every application that provides some kind of connectivity (API/Webservices, etc.). Therefore when trying to integrate less common applications with your routing solution, Genesys Engage (formerly PureEngage) is the best suited application since you can build your own integration. This can be a very tricky integration, however it is possible. When using commonly used applications, Genesys Engage (formerly PureEngage) doesn't provide standardized connectors so even with common applications you would have to develop the integration yourself.
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.
Questions are answered swiftly and professionally. Whenever you have an issue, you usually get a response within a day and solutions or workarounds are usually also provided quickly.
When it is implemented fully, the suite works just fine and without that much effort. However implementing new features can be quite the task, but this comes from the fact that you can tailor everything to your own needs. You are never limited because of the product design. So this is logical from a design perspective--if there aren't any limits or restrictions, you will have to define them yourself and this will cost extra time.
Andre Bury da Silva | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
  • Reports in real time.
  • Historical reports.
  • Fully customized routing.
  • Documentation sometimes is not very clear.
  • Some features are hard to integrate with other platforms.
I recommended Genesys to companies with very complex business rules that receive a lot of calls or chats. For small companies with not very complex business rules, many features would not be used, so I would recommend, in this case, to use another, less expensive platform with fewer features.
I think that Genesys is very customizable and, for using Genesys like an intelligent call routing platform with useful information in real time, it would need integration with a dev team and a business team.
It's not a useful platform if you don't want to prepare/customize a platform to give you information that it doesn't give naturally.
Igor Korotovskikh | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Reseller
Review Source
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.
  • 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.).
Good for large Contact Centers especially when different communication channels and (or) outbound dialing is required. Good for the Contact Centers which have to be integrated to 3rd party applications. Not suited for smaller organizations when only voice is enough or companies with small IT departments as it requires special trained support staff.
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.
Sagar Shah | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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
Genesys Engage will be best suited where a customer needs all the channels (Voice, Email, Chat, Social media) and has a decent contact center size.
For small contact centers and with customers only focused on voice channels, it is advisable to not suggest Genesys Engage as its cost will be on the higher size--PureConnect can be recommended there.
The organizations in which we have implemented Genesys Engage have seen a considerable increase in CSAT rating and also the agent utilization has increased.
Score 8 out of 10
Vetted Review
Verified User
Review Source

Genesys Engage is our call center suite and being used across the board.

  1. Handle voice interactions - customers initiate calls and get delivered to call center agents based on customer intent
  2. Handle non-voice interaction - chat, email, SMS etc. interactions from customers to bot or real agents
  3. Manage customer journey for entire conversation
  4. Realtime and historical reporting
  • 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
Technical support has the expertise to assist during outages with troubleshooting etc. It is very important for a large scale company to get back to normal as quickly as possible. But, security and permissions for the configuration is so hard to manage.
Better customer experiences when omni channel routing were implemented.
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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.
Genesys is well suited for big customers with a lot of customization, almost all our customers that use Genesys Engage ask for a lot of customizations and Engage is the best in this scenario.
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.
August 19, 2020

Genesys Engage Review

Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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.
It provides a wide and excellent service that covers all communication areas that a contact center may need. The score is a 9 and not a 10, due to the problems that can sometimes arise with customer care.
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.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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.
Obviously, it is a robust solution for large companies, therefore it is more expensive according to the modules that the customer wants. Also, where the network is implemented, it must work perfectly and without latency so as not to affect the performance of the Genesys Engage components.
Increase the number of agents.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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).
  • 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)
Genesys Engage is well suited for medium to large businesses but less suited for small businesses. It is very customizable but is a large solution that requires many apps/servers and significant administration and troubleshooting. It does well for building many small contact centers just as well as large ones.
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.
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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

Genesys Engage can do many things simultaneously and all well. It is very well suited to handle interactions through many different channels. It provides a centralized point for managing the resources of a contact center.

I consider it less appropriate for small companies. They do not normally have the resources of all kinds necessary to implement, use, manage, or maintain a solution like Genesys Engage.

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.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
  • Technical expertise.
  • Support system.
  • Product system is a little bit difficult to understand.
Well suited for companies who have customers all around the world that need to support their customers 24 hours, 365 days without interrupting the customers' business. For such companies Genesys Engage will offer concrete business solutions and give many opportunities for business. Support system for Genesys Engage is also excellent for global business.
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.
Farouq Mousa | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
  • It is a mature enough solution that can satisfy most well-known requirements for voice self-service
  • It is a cost-effective IVR platform that will for sure satisfy your business specific requirements
  • It is using modern based technologies of web based architecture but with voice platform
  • Genesys platform is powerful, high available and fault tolerance as it consists of decoupled software components that constitute a robust voice processing platform.
  • I think creating an integrated service that helps implementing TTS and ASR functionality from Genesys them selves will be a great feature. Currently the integration of Genesys Voice Platform with third-parties of TTS and ASR engines is difficult as I think. We face some difficulties when we implemented it.
  • In the Arab region, specifically the Middle East region; there is a need to be able to create new and custom grammars for Arabic language ... this will be a great feature that helps Arabic community who are using Genesys platform with Genesys Composer.
  • As Genesys Administrator is a web-based GUI to manage, create and monitor Genesys applications and solutions. It will be very good to add a new screen/tab for GA to manage the prompts replacement and versioning of live IVR applications, and another one to manage IVR applications versions and history.
Well suited examples:
Large and enterprise environments like telecom operators and Government self service departments.

Less appropriate examples:
Small businesses with low calls rate.
Customer experience: 40% increase in customer self-service levels
Employee engagement: 80% improvement of employee satisfaction
70% reduction in technical faults

Genesys Multicloud CX (formerly Genesys Engage) Scorecard Summary

Feature Scorecard Summary

Contact Center Software (13)
81%
8.1
Agent dashboard (93)
76%
7.6
Validate callers (80)
81%
8.1
Outbound response (86)
80%
8.0
Call forwarding (76)
83%
8.3
Click-to-call (CTC) (70)
81%
8.1
Warm transfer (91)
82%
8.2
Predictive dialing (72)
81%
8.1
Interactive voice response (94)
83%
8.3
REST APIs (85)
81%
8.1
Call scripts (65)
80%
8.0
Call tracking (88)
82%
8.2
Multichannel integration (89)
83%
8.3
CRM software integration (89)
78%
7.8
Workforce Optimization (WFO) (9)
79%
7.9
Inbound call routing (85)
85%
8.5
Omnichannel inbound routing (77)
84%
8.4
Recording (67)
76%
7.6
Quality management (69)
74%
7.4
Call analytics (75)
79%
7.9
Historical reporting (87)
79%
7.9
Live reporting (86)
80%
8.0
Customer surveys (55)
79%
7.9
Customer interaction analytics (63)
75%
7.5

What is Genesys Multicloud CX (formerly Genesys Engage)?

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) 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 (formerly Genesys Engage) Screenshots

Agent PerformanceAltocloud in WorkspaceWidget Screen

Genesys Multicloud CX (formerly Genesys Engage) Integrations

Genesys Multicloud CX (formerly Genesys Engage) Competitors

Genesys Multicloud CX (formerly Genesys Engage) Pricing

Genesys Multicloud CX (formerly Genesys Engage) Technical Details

Deployment TypesOn-premise, SaaS
Operating SystemsWindows, Linux
Mobile ApplicationApple iOS, Android, Custom Push Service

Frequently Asked Questions

What is Genesys Multicloud CX (formerly Genesys Engage)?

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.

What is Genesys Multicloud CX (formerly Genesys Engage)'s best feature?

Reviewers rate Inbound call routing highest, with a score of 8.5.

Who uses Genesys Multicloud CX (formerly Genesys Engage)?

The most common users of Genesys Multicloud CX (formerly Genesys Engage) are from Enterprises and the Telecommunications industry.