Genesys Multicloud CX

Genesys Multicloud CX
Formerly Genesys Engage

Customer Verified
Top Rated
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Score 8.5 out of 100
Top Rated
Genesys Multicloud CX

Overview

Recent Reviews

Genesys for Sales

10 out of 10
June 30, 2022
We are able to run our operations into one single platform with Omnichannel capabilities, simplify operations management, increase …
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Genesys Multicloud CX solution

8 out of 10
June 27, 2022
Genesys Multicloud CX is built intuitively built contact center solution keeping in mind customer first use cases focused on ease of use …
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Genesys PE : Simply best

8 out of 10
April 01, 2022
Genesys PureEngage is used by our organization to support our in house contact center, which supports our customer using different …
Continue reading
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Awards

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Popular Features

View all 22 features
  • Warm transfer (104)
    9.1
    91%
  • Agent dashboard (108)
    8.9
    89%
  • Interactive voice response (106)
    8.0
    80%
  • Multichannel integration (105)
    7.5
    75%

Reviewer Pros & Cons

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Pricing

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What is Genesys Multicloud CX?

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

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Alternatives Pricing

What is Genesys Cloud CX?

Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

What is Amazon Connect?

Launched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent…

Features Scorecard

Contact Center Software

8.7
87%

Workforce Optimization (WFO)

8.7
87%

Product Details

What is Genesys Multicloud CX?

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 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 Screenshots

Screenshot of Agent PerformanceScreenshot of Altocloud in WorkspaceScreenshot of Widget Screen

Genesys Multicloud CX Integrations

Genesys Multicloud CX Competitors

Genesys Multicloud CX Technical Details

Deployment TypesOn-premise, SaaS
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.

NICE CXone, 8x8 Contact Center, and Five9 are common alternatives for Genesys Multicloud CX.

Reviewers rate Call forwarding and Click-to-call (CTC) and Quality management highest, with a score of 9.7.

The most common users of Genesys Multicloud CX are from Enterprises (1,001+ employees) and the Telecommunications industry.

Comparisons

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Reviews

(1-25 of 146)
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Score 10 out of 10
Vetted Review
Verified User
Review Source
On a daily, I do support Genesys Multicloud CX for multiple accounts. The most common issues are related to the network connection of the customers, and the wrong configuration of the VPNs, or trunk providers, so, not the product itself, it's more about the external things, network, trunks, and not using a proper computer that meets the requirements.
  • The easy implementation of logics for routing
  • Administer agents in groups and permissions
  • Easy monitoring of the production
  • The reporting is a little limited, need more development
  • Some views does not refresh automatically
  • not all Edges can respond to Pings, and get logs
  • You cant see logs since its all on the cloud
I would recommend the product depending on how much personalization need the customer and the robust that the contact center should be
when controlling multiple accounts, we know the various requirements of the customers, and none of them usually are something that the product does not have, the request type is about not understanding how to configure something.
Murat Akkaynak | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
The most important increase in productivity has been achieved in call center resources. Thanks to skill-based call distribution, it becomes very easy to manage agents on a subject-based basis. You can plan a single-screen call center with the WFM product. Using the WFM product increases the efficiency of the call center.
  • Deliver great customer experiences
  • Help your employees soar
  • Achieve your business outcomes
  • Troubleshooting.
  • Migrate to to call center cloud.
  • Use both cloud and on prime system together is complicated.
You can be very flexible about license management. There are 3 types of licensing models offered. These three models fully meet your needs. In this case, it provides you with great flexibility both in terms of budget and management. Troubleshooting can be challenging, especially if you have been a prime system administrator for a long time, the troubleshooting process by the cloud can be challenging.
The licensing model offered by Genesys Cloud systems offers budget management and flexibility. Especially in a project-based call center, the use of licenses can cause great costs. However, the fact that you can increase or decrease the number of licenses instantly over this Genesys Cloud offers great flexibility. Since implementing Genesys Engage, our average speed-to answer and abandonment rates are 90% better and we’ve seen a 43% decrease in our transfer rate. It usually takes months to see efficiencies like these. We saw them starting within 3 days
Mathew Wan | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
It is our main IVR for two main departments, a bigger department being the main users of about 70% and the other department the rest. The main department handles voice, email, and chat. The smaller department handles voice and emails. Both departments use it in conjunction with Genesys Workspace for users to receive interactions. The workforce Planning team uses Genesys WFM. Leaders use Genesys CCPulse.
  • Basic setup
  • Simple design
  • Basic UI
  • Minimal funcitonality
  • Needs love and investment from developers to make it better
  • Not adaptable or extendable
Well suited based on price and simple functionality for a service centre that does basic interactions. Voice email and chat.

Not suited for bigger companies that want insights and other complex functions to come with the product, such as speech analytics, trendy UI, complex IVR, and full functional Workforce Management integration.
Hard to describe, as I honestly feel any optimization tool will generate efficiencies, increase revenue, reduce time, and improve NPS/CSAT. Every company will be different as our company hasn't had a transition from one to another. In terms of functionality, Genesys Multicloud CX has delivered our basic needs to delivering interactions to our agents. It would give more impact if we could utilize or have more features with the data that we collect
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.
  • Use AI to handle Interactions from several sources. Built once implement in every channel
  • There could be an option to have all components from Genesys Cloud on third party cloud service or even in customers site infrastructure or at least some Hybrid model should still persist after engage on premise end of life.
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
Score 8 out of 10
Vetted Review
Verified User
Review Source
We will be using Genesys Multicloud CX in our Contact Center. The reason for using this model is that combining all our other contact center solutions into one and so we believe that Genesys Multicloud CX will help us to solve our complexity and integration problems once and for all.
  • Cloud Solution
  • Provide public or private cloud options
  • Can choose any cloud platform like AWS or Google
  • It will maximize control over ​​infrastructure, deployment, and administration side
  • Troubleshooting issues
  • Design and maintenance support/guidance
Genesys MultiCloud CX is well suited for eServices components at first glance. The rest will come as per operation needs.
Since we will combine all our CC-based applications into one solution, Genesys Multicloud CX, there will be going through hard times during the implementation and designing phase which none of our customers will be affected.
June 30, 2022

Genesys for Sales

Score 10 out of 10
Vetted Review
Verified User
Review Source
We are able to run our operations into one single platform with Omnichannel capabilities, simplify operations management, increase productivity for agents and customer satisfaction, unify diverse banking products and services into a single self-service platform and increase sales revenue to achieve ROI. My scope covers outbound telesales.
  • Single sign on view for agent
  • Agent monitoring tool
  • Reporting tool to perform analysis
  • Auto dialer options
  • User friendly system
  • To convert ccpulse reporting tool into web base access
  • Easier uploading process for call list
  • To allow more report templates format
Easier to integrate with our custom-developed case flow into the same agent dialer that provides 360 views of the Cm interaction journey from various channels to the agent’s view and also integrated website leads referral directly to Genesys as call list in real-time. Genesys needs to enhance its reporting tool format with multiple types of formats for different analyses instead of a common reporting format.
1) Our telesales productivity improved by 142% in comparison to the previous system that we used. 2) agent sales productivity has increased up to 124% on average for the past 4years. 3) we are able to work from home seamlessly without having any interruption to customer touch points during a pandemic.
Score 5 out of 10
Vetted Review
Verified User
Review Source
Genesys Multicloud CX is/has been used to support our inbound voice channel. It is currently licensed for 1100 seats.
  • Genesys Multicloud CX is extremely flexible.
  • Call routing is robust
  • The GVP platform has been very stable.
  • Genesys Multicloud CX is extremely flexible. Often times so many options it is difficult to know what is best.
  • While the online documentation is plentiful, the documentation is often incomplete and requires PS to fill in the blanks.
It depends on the use case. Genesys Multicloud CX is an extremely large implementation that can be overkill. However, it competes very well in its market.
Genesys Multicloud CX is a very capable ACD solution. The IVR has enabled typical cost savings by allowing callers to self-serve. No other savings are known.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Genesys Multicloud CX is built intuitively built contact center solution keeping in mind customer first use cases focused on ease of use and smooth experience.
  • Multimedia integrations
  • Fast UI
  • Reusable modules
  • Logging
  • Multi component interaction session maps
  • Audio quality troubleshooting issues
Genesys Multicloud CX is a well-designed solution that seems more appropriate to segments within businesses as smaller groups that are confined to a few specific contact center locations and not for multi-national deployments
Increased customer experience and business satisfaction
Score 8 out of 10
Vetted Review
Verified User
Review Source
We are using mixed-mode Genesys Multicloud CX components that integrate with our existing Pure Engage premise base components. We are trying to deploy a Multicloud CX-based reporting product - GCXI that enables migration from GII to GCXI for historical Business Reporting. We are also evaluating other Multicloud CX apps like GWS / WWE, BDS, and CX Contact
  • Multi Cloud Platform support - AWS, Azure, Openshift
  • compatibility with CI/CD tools like Jfrog
  • separation of authentication from ( G-Auth ) from core application components
  • Smart failover and Active-Active design support
  • Need for statefull mode for GCXI application
  • need for leveraging unique ports that need detailed security review
Multicloud CX is suited for Pure Engage premise-based solutions to Private or Hybrid Cloud setups. Provides multiple options for this premise to cloud migration. Challenges will be to modify your internal Private cloud setup with the need to open up unique ports and security features.
we are expecting a better CCP experience, improved operational efficiencies, and better and more efficient Reporting. Also improved AHT by being able to better integrate web-based WWE and our internal servicing portals. Also expecting better real-time analytics capability
Score 8 out of 10
Vetted Review
Verified User
Review Source
We are nearing the end of a project to integrate the ACD with our CRM and deploy it to agents at three call centers.
  • Stability - as long as we have the hardware to run it.
  • I like the chat bot and voice bot functionality that I was able to configure rather easily.
  • I have heard from some of our developers that data integration is difficult. We have spent a lot of time developing services for that data transfer.
It is a large, enterprise-grade phone system. Customization of client experiences is a strength of the IVR. Prior to our IVR implementation, we had to do custom code for each client.
Being able to customize the client experiences in the IVR has saved a lot of time.
We are still evaluating the product, so I cannot give a thorough review of the support.
We are moving from an in-house developed system. While there are simpler phone systems, this one met the needs for which we initially developed our system.
Mikael Stokholm | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Genesys Multicloud CX is being used as the primary contact center solution. Currently utilizing voice, email, chat bots, and much more, and will most likely be expanded even more over the coming years. Multicloud handles most, if not all of our customer-facing solutions, either directly or indirectly. The feature-rich environment and scalability make it the best enterprise solution on the market in my honest opinion.
  • business adaptability
  • customizeable to a epic extend
  • bulk user management
  • extremely stabile
  • some features require some very specialized people to develop
  • the ease of use, could be easier, maybe more like Pureconnect and Purecloud
  • the admin user interface should be as easy to use as the user GUI
Multicloud would 100% be my go-to system for any enterprise with more than 500 seats. it excels at major installation, especially at multi-sites, and can be adapted to suit any type of business. smaller installations or business areas I would be more likely to recommend the pure cloud product, as the scalability and speed of adaption are second to none.
CX Multicloud has been the main driver in our business development, and has enabled us to adapt to business needs, and create unique solutions for specific problems, and do so on a very stable platform has made it our main customer interaction system. Genesys has provided top-end systems, over multiple products, modules, and innovative solutions, and I cannot see another provider in the market being able to compete on either features or innovation.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Genesys Multicloud CX allows us to use Agent to set up and manage our call center to onboard new customers and users in minutes. Allows us to do call-back with ease when call volumes are high. During the COVID pandemic employees were able to work from home without missing a beat.
  • Agent desktop
  • Call-back feature
  • work from anywhere
  • easy management of agents
  • More technical tutorials and courses
  • Mobile app needs more features and GUI improvement
In our case, the solution has worked very well. There are times when service is slow in answering questions or system response is slow.
Genesys Multicloud CX has been a big player during and after the COVID pandemic. As more employees are working from home instead of the office. With Agent Dashboard managing the agents is easy and providing the best user experience has not suffered. Employees are happy with the system and customers' feedback is positive.
Score 10 out of 10
Vetted Review
Reseller
Review Source
Genesys Multicloud CX is transforming the contact center industry by delivering innovation to us. It’s a leading platform for seamlessly integrating voice and digital channels and creating better business outcomes overall. We wanted a technology partner with a proven track record and strong after-sales support, who wouldn’t rely on us to provide all the thinking and thought leadership
  • personalized customer experience
  • uptodate technologie
  • easy enduser access
  • Documentation hard to read somehow
  • Look and feel with themes
  • Tablet App
It is easy to deploy a service on Genesys Multicloud CX if there is not much personalization. It can be difficult to implement a complex strategy based only on tutorials
Genesys simplifies all process relative to both views: customer side and agent side
eugene thai | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Genesys Engage is being used by the majority of the organization to deliver omnichannel experience to TELUS customers.
  • Interaction Routing capabilities is second to none
  • Open flexible integration available APIs
  • Support department is stellar
  • Genesys Engage has a solution for the entire contact center ecosystem starting from routing, reporting thru to workforce optimization.
  • Better documentation
  • Conversation Manager product should have ready to use solution blueprints segmented by verticals for ease of implementation
  • Historical analytic products could be improved and refreshed
  • Better support for open source products if used as part of a product offering. IE Elasticsearch, Cassandra etc.
Suited for big organization that has different user groups with different integration demands
We've seen a higher NPS as a result of introducing multichannel capabilities to our customers. We were also able to reduce the number of calls to the contact center and divert them to less costly channels such as chat and SMS reducing our overall opex cost to the contact center.

There's definitely room for improvement. I would have love to see the chat functionality work more frequently. The level of expertise has diminished over the years. I understand that this in part has to do with the number of new products that has been introduced, but should not be an excuse for the lack of readiness.


Most of the thin GUI applications are not mobile friendly with the exception of Genesys Widgets. The legacy framework needs to be refactored with a modernized design principles to allow for more scaleable fault tolerant architecture.
Score 8 out of 10
Vetted Review
Verified User
Review Source
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
Improved NPS/CSAT using call me back feature and increased agent utilization using blended capacity rule for handling multiple interactions in the same GUI like WDE
  • Self-taught
Well , I think there are many improvements needed with Genesys Support
We are getting what we are paying for and able to create better CX using Genesys PE products
March 10, 2022

Yes, Genesys Can

Serkan Kaya, MSc. | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
As an Akbank, we are using Genesys Engage with almost all components other than EWD solution. Akbank is the leader company for the new call center technologies. Therefore, if there's a new application or new Genesys module showed up, we're insisting on learning and loved-to-use for our customers. We're launching Proactive Chat and Vidyo solutions in order to increase customer experience for customers. Since we've launched ClicktoCall (voice, chat) feature in our mobile bank application, we got positive feedback from our customers. Create proper and less supervisor process in order to manage Agent's shifts via using Genesys WFM. Other than this, Social Engagement has been integrated first at Akbank in Turkey. Our customers contacted us via Twitter and Facebook channels easily. So that using Genesys Engage, we have received a good portion of the customer interaction via non-media channel. Agent or Call based issues is solved via using InfoMart reporting. Using Genesys IVR for enhanced capabilities in order to design dynamic IVR functions. Using powerful routing capabilities for voice and non-voice media channels. Genesys Engage is being used by CallCenter side (Inbound, Outbound, SocialMedia, Chat, Video), however, it's not being used in our bank branches.
  • Using Genesys IVR for enhanced capabilities in order to design dynamic IVR functions.
  • Using powerful routing capabilities for voice and non-voice media channels.
  • WebEngagement module as we used ClickToCall in our mobile bank application along with chat session. So that when our Customer(s) are authenticated in the mobile app, they can easily connect with our Customer representative without waiting in the queue for a long duration. It helps to decrease average waiting time and increase Service Level.
  • Support team; especially e-Services segment of support which provides an immediate solution and detailed information for the specific problem. They're really taking care of the cases and provide WebEx session without asking.
  • Genesys Customer Advocacy Program would also be effective way to get in touch with customer
  • Other than product defects or bugs, we've seen that Genesys documentation can include more specific information about installation, deployment, and administration. New documents/release notes should include the previous DOC information as well. Sometimes, I've recognized that I couldn't find useful info in the new document/release note, cause it's been deleted.
  • In urgent cases, Genesys should provide WebEx session and chat immediately without asking logs and other information.
  • Need to improve Social Engagement module by adding new social channels. Nowadays, customers have lots of alternative channels to complain such as Instagram, YouTube, Google+. Therefore, we would like to see more alternative social media plugins in Genesys PureEngage.
  • Need to improve Reporting. Real-time and Historical. Default call center statistics should be prepared as Avaya do. No need for extra configuration. Also, real and historical values should be identical.
  • More technical tutorials and courses can be released on support site.
  • Genesys and Vidyo integration isn't easy and need to have professional services from both sides. Therefore, it's better to have well constructed documents in order to handle integration better.
We're launching a new mobile bank application and hence we would like to interact with our Customer(s) easily. Therefore, ClicktoCall (voice, chat) feature is used for this Project along with chat feature. We got really good and positive feedback from our customers. Similarly, due to regulation, we have to use video channels for our Customer who have disabilities to contact with our Customer representative. Therefore, we have first launched Requestec WebRTC (Video) solution. However, as time goes by we will be launching Vidyo solutions in order to increase customer experience for our customers.
WebEngagement module we used with ClickToCall in our mobile bank application along with chat session. So that when our Customer(s) are authenticated in the mobile app, they can easily connect to our Customer representative without waiting in the queue for a long duration. It helps to decrease average waiting time and increase Service Level.
Giving this rate especially for eServices support team which help us immediately and pin point the issue directly. Most of the time, we raised issue to genesys support regarding to social media, they're replied a solution or a way to get rid of the problem after sending initial response which means they cared about the case.
Score 10 out of 10
Vetted Review
Verified User
Review Source
I could split my experience with GENESYS ENGAGE into two parts
1- As an end user for the platform this happened while I was working for Vodafone Egypt for around 9 years. We used to have Engage as a contact center platform that handling most of customer contact channels starting with IVR self-services as well as voice channel and including digits channels for chat and CRM interactions. 2-As a system integrator and technical partner for Genesys that we implement, support and train users on using Genesys Engage services for around 7 years now.

  • Omnichannel contact center platform
  • Open API platform
  • RealTime Monitoring
  • Business Insights and Historical reporting
  • Single user interface
  • CRM Integrations
  • Agent blending
  • AI enablement
  • Cloud support
  • Better Technical documentation
  • Lower prices
Solution is extremely agile and flexible. The new generation of containerized solution would be a game changer since it brings the ease of deployment and ability to get the innovations to a new total different place. I believe it is really hard to find in the competition who would have something similar or even close.
Based on the multiple implementations I had with GENESYS Engage it always bring positive impact on our uses. Minimizing AHT and FCR are most of the impacts happening but better than this is enhancing customer experience by applying omnichannel concepts as well as enabling customer feedback management
December 02, 2021

A fast WFM software

Score 8 out of 10
Vetted Review
Verified User
Review Source
We use Genesys Multicloud CX to handle forecasting our call and chat volumes and scheduling of our contact centers representatives (~700 agents).

It can produce in a relatively fast timeline, very accurate forecasts for our different lines of business as well as schedules for our representatives while taking into account all of their work constraints (HR, Union, Shifts...).
  • Call volume forecasting.
  • Staff scheduling and allocations.
  • Staffing requirements for chat.
  • UI does not feel modern.
It works best if you have a simple routing structure and your agents do not handle a lot of skills simultaneously. It is fast to produce results, compared to similar products from other vendors and it is pretty stable (does not crash easily).

If you are forecasting, planning for chats, it does not handle concurrency, so you will have to use external tools for that. Also, its UI does not look and feel modern.
It was already set up when I got here, but we are currently revising its architecture according to best practices and we can already anticipate gains in employee engagements which will lead to increased customer satisfaction.
They are fast to answer and they try to provide you with the best resolution.
It is not very intuitive, some functions do not give the obvious results, you have to read the user manual to understand how to use them.
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 cost. For Businesses with less head counts, customization and infrastructure overhead, Genesys Cloud CX can be selected as their CX Solution instead of Genesys Multicloud CX
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.
My experience with Genesys Customer care has been good since I started working on Genesys. The customer care/ support has improved a lot during the course and I have personally observed the difference it makes to have a good customer support portal in place for any OEM.
I found the Genesys Multicloud CX is very simple from usability perspective. A novice doesn't have to go though a lot of documents to start using the UI.
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
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.
  • Highly customizable business rules and routing logic
  • Efficient agent selection
  • 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 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.

Recently, customer have been working with Genesys APIs, being able to connect and integrate third party applications with the platform and create custom applications to use, manage or take advantage of Genesys applications. With this, customers could utilize data from the contact server to use on different Business Analytics softwares and improve their performance.
Score 10 out of 10
Vetted Review
Verified User
Review Source
We are involved with the implementation and support of the entire Genesys Multicloud CX platform in a wide variety of companies, we have worked with Genesys Multicloud CX for a long time and we are convinced that it is the best platform to build a quality Contact Center, without problems and increasing its productivity in an impressive way.
  • An easy to manage platform.
  • Ease of use by employees.
  • Great integration and modules available.
  • More documentation on how to use.
  • It would be good a basic step by step to set up your basic laboratory.
One of the great advantages of Genesys Multicloud CX is that it can be easily adapted to any organization, following the sizing manuals, it is capable of adapting from a small contact center to a multinational based in several countries, which is why I think that, in any situation, you can use engage in your company.
We have used Genesys Multicloud CX for a long time, and we have really always seen a growth of our contact center, always hand in hand with the new solutions that Genesys Multicloud CX brings us to be able to monitor our contact center or new ways on routing strategies or grouping of agents based on their different abilities.
November 23, 2021

Good product

Score 8 out of 10
Vetted Review
Verified User
Review Source
We use it for call routing, back-office routing tasks, email routing, chat and chat automation. It solves issues with multichannel routing, routing gaps, push vs pull system, and allows our employees to see. It allows us to have systematic decisions on how to best serve our channels vs our KPIs.
  • Toast - data dips into CRM.
  • Multichannel routing.
  • GCXI reporting.
  • WFM
  • Speech Analytics
I believe Genesys is well suited for larger companies, primarily due to cost structure. Smaller companies might also get lost in their needs when compared against larger company development needs.
We were able to improve agent productivity due to a push system for email vs pulling. Our employees are able to see real-time what their metrics are and can own the success of their day. Leaders are able to have a real-time impact on metrics by adjusting staffing in channels.
Germán Pereira | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
I actually work as a partner for Genesys. We often recommend it for different sizes and verticals. We always emphasize the fact that Genesys will make a [significant] difference [in] the interactions our customer has with their potential or current customers, and also with their providers and their own team with the collaboration options.
  • Single all in one platform
  • Optimize call flows and campaigns
  • Generate effective multi platform interactions through different digital channels
  • Secure and reliable information in a single platform of all the interactions [regenerated]. Historical and valuable for [decision-making] and strategic measures.
  • native Whatsapp for all tiers
  • instagram
  • native bot
Like I've mentioned before, Genesys [optimizes] every single interaction, making a significant difference in the CX. It also provides a more agile way to scale business opportunities and quickly identifies areas where is necessary to make adjustments. Genesys also brings to the table a trustable hub of information, where we can provide our bi area of relevant data.
Well, for some of our customers it has truly made a change in the culture of the Company itself. They have managed to create a whole new type of offer and it made waves across the market. The quality of service and CX generated from the implementation of Genesys made possible a new leading position in the local market.
Score 5 out of 10
Vetted Review
Verified User
Review Source
I've supported and managed at least a dozen Genesys Engage platforms ranging from 500 to 2,500 agents. The companies I've worked with used it primarily to route and answer inbound customer calls. Some organizations have used it to route other types of interactions like email and chat, but those tended to be niche use cases put forward by brave business leaders who weren't afraid of change.
  • Scale to support large agent populations.
  • Scale to support large call volumes.
  • Highly flexible in interaction flow design.
  • Administration of interaction flows is incredibly complex.
  • Environment upgrades are incredibly complex.
Well suited: large organizations with complex business needs, mature IT processes with business analysts and project managers capable of handling complexity in nearly every change. Less appropriate: small organizations or organizations with simple business needs. For example, if your call flow just needs three options off a menu, this environment is overkill.
When it works, the customer and employees are able to connect seamlessly. If there's an issue, it can take a long time to navigate the complex layers to provide a solution. In addition, implementing any new capabilities takes time due to complexities, requirements gathering, etc.
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.