Overview
What is Genesys Multicloud CX (discontinued)?
Genesys Multicloud CX (formerly Genesys Engage, or PureEngage) is the Genesys customer engagement platform for enterprises. It is designed to be flexible for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations.
Sad the Genesys Engage is going to be Discontinued
My review of Genesys Multicloud CX
Working as a Support Analyst Consultant of Cloud CX since a year and a half
Genesys Multicloud CX
Basic needs fulfilled and easy to use
Genesys by Know How SA a partner from Paraguay
Genesys Multicloud CX - Beyond the Cloud
Genesys for Sales
Muli-Cloud deployment a step in the right direction
Genesys Multicloud CX solution
Learnings of moving to Genesys Multicloud CX
New to Genesys, but liking it
If you want the best, there is really only one option.
Genesys Multicloud CX at Work
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Interactive voice response (106)9.999%
- Warm transfer (105)9.898%
- Agent dashboard (109)9.797%
- Multichannel integration (105)9.696%
Reviewer Pros & Cons
Pricing
What is Genesys Multicloud CX (discontinued)?
Genesys Multicloud CX (formerly Genesys Engage, or PureEngage) is the Genesys customer engagement platform for enterprises. It is designed to be flexible for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations.
Entry-level set up fee?
- No setup fee
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 Broadvoice?
Broadvoice is a provider of hosted voice, UCaaS, CCaaS, and CX solutions for small and mid-market enterprises and BPOs. Broadvoice solutions offer enterprise-class features to simplify communications and streamline operations.
Features
Contact Center Software
Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.
- 9.7Agent dashboard(109) Ratings
Enables agents to track and view their individual and team performance.
- 9.8Validate callers(96) Ratings
Authenticates inbound callers with a customer ID.
- 9.1Outbound response(99) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 8.3Call forwarding(89) Ratings
Forwarding of calls to the appropriate agents.
- 9.1Click-to-call (CTC)(83) Ratings
Allows one-click calling for agents.
- 9.8Warm transfer(105) Ratings
Allows current agent to speak with new agent before call is transferred.
- 9.3Predictive dialing(81) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 9.9Interactive voice response(106) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 9.8REST APIs(99) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 8.9Call scripts(75) Ratings
Providing agents with a predefined conversation script.
- 9.8Call tracking(103) Ratings
Enables agents and managers to see the origin of the call.
- 9.6Multichannel integration(105) Ratings
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
- 5.4CRM software integration(99) Ratings
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
- 9Inbound call routing(100) Ratings
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 9.8Omnichannel inbound routing(92) Ratings
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 9Recording(80) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 8.3Quality management(80) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 8.2Call analytics(88) Ratings
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
- 9.8Historical reporting(103) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 8.9Live reporting(100) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 6.8Customer surveys(64) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 7.3Customer interaction analytics(73) Ratings
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is Genesys Multicloud CX (discontinued)?
Genesys Multicloud CX (formerly Genesys Engage) aims to help users manage both the customer and employee experience, across all channels, with the power of Artificial Intelligence and Machine Learning. Users can integrate their systems, which the vendor says can help organizations leverage their existing investments. The goal is to unify all customer-engaging teams—from marketing and sales through service and support--so that customers and employees have a smoother journey.
The vendor promises Genesys Multicloud CX (formerly Genesys Engage) is easy to use. It is designed enable rapid deployment, easy configuration and administration. Organizations can turn on new applications and services when needed.
Genesys Multicloud CX (formerly Genesys Engage) offers flexible deployment options. Businesses can choose their consumption model—cloud, on-premises subscription or perpetual on-premises licensing. The system also offers extensive customizability through open APIs and web standards. The vendor says users can extend capabilities to deliver operational efficiencies and a superior customer experience company-wide.
Genesys Multicloud CX (discontinued) Features
Contact Center Software Features
- Supported: Agent dashboard
- Supported: Validate callers
- Supported: Outbound response
- Supported: Call forwarding
- Supported: Click-to-call (CTC)
- Supported: Warm transfer
- Supported: Predictive dialing
- Supported: Interactive voice response
- Supported: REST APIs
- Supported: Call scripts
- Supported: Call tracking
- Supported: Multichannel integration
- Supported: CRM software integration
- Supported: Automatic speech recognition (ASR)
- Supported: Natural language processing for IVR
- Supported: Communications forecasting
Workforce Optimization (WFO) Features
- Supported: Inbound call routing
- Supported: Omnichannel inbound routing
- Supported: Recording
- Supported: Quality management
- Supported: Call analytics
- Supported: Historical reporting
- Supported: Live reporting
- Supported: Customer surveys
- Supported: Customer interaction analytics
Omnichannel support Features
- Supported: Email
- Supported: Voice (phone)
- Supported: VoIP
- Supported: SMS/Text
- Supported: Video channel
- Supported: Live chat channel
- Supported: Co-browse
- Supported: Screen-share
- Supported: Social media channels
- Supported: Mobile applications
Predictive Analytics Features
- Supported: Intelligent call routing
- Supported: Chatbots
- Supported: AI assistance for live agents
Additional Features
- Supported: Voice Routing
- Supported: Web Chat
- Supported: Email Response
- Supported: SMS
- Supported: Predictive Web Engagement
- Supported: Work Item Prioritization and Routing (iWD)
- Supported: Skills DNA for skills assessment and analysis
Genesys Multicloud CX (discontinued) Screenshots
Genesys Multicloud CX (discontinued) Video
Genesys Multicloud CX (discontinued) Integrations
- Salesforce Sales Cloud
- SAP
- Oracle
Genesys Multicloud CX (discontinued) Competitors
Genesys Multicloud CX (discontinued) Technical Details
Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Windows, Linux |
Mobile Application | Apple iOS, Android, Custom Push Service |
Frequently Asked Questions
Comparisons
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Reviews and Ratings
(343)Attribute Ratings
- 8Likelihood to Renew26 ratings
- 8Availability4 ratings
- 7.1Performance4 ratings
- 6.9Usability18 ratings
- 8.7Support Rating21 ratings
- 7.3Online Training2 ratings
- 8.1In-Person Training3 ratings
- 3.8Implementation Rating11 ratings
- 6.5Configurability3 ratings
- 7.3Product Scalability4 ratings
- 2.2Ease of integration4 ratings
- 7.3Vendor pre-sale2 ratings
- 7.3Vendor post-sale2 ratings
Reviews
(126-147 of 147)The best solution for a call center
- The reporting with Infomart is very accurate, configurable, and can provide a lot of information.
- It's very modular, and you can adapt it to the customer needs.
- Genesys support is very good!
- In some cases the doccumentation should be better (when new versions of some components are released for example)
Genesys - strongly advice
- As an all in one solution, the whole parts of Genesys Engage solutions work together excellent. They also very good integrastion with third-party products.
- Reporting of all components is well structured and well designed. Also management of dashboards/applications is very easy.
- Installing, managing, and troubleshooting of environment is easy.
- Genesys PueEngare solutions have to come with video-chat ability. Of course, some good third-party solutions can be implemented but we [think] that this part should be a Genesys product.
- The web version of Genesys Agent Desktop or a toolbar with the same functionality should be developed. Nearly all enterprise applications are developed as a web application.
- Genesys App Automation Platform (GAAP) solution have to support native mobile SDKs, both IOS and Android platforms.
- Blending of multiple incoming channels (Voice, Email, Back Office) is key to keeping a good variety of work to our agents and keeping them engaged and occupied.
- Genesys Engage is a mature and resilient product. It has provided us with 99.999+% availability over the last 6+ years.
- The ability to distribute back office work via Genesys iWD has allowed us to get terrific insight into the metrics for this previously not-tracked work.
- Some of the newer interfaces developed for PureEngage are not yet as mature as the older interfaces. Often a you can use a new interface for 90% of features but also need to leave legacy interfaces in place for the remaining 10%.
- Licencing of the product is complex and inflexible. It is not possible to change one licence type for another (e.g. email to web chat) as business needs evolve.
- Costs for maintenance and ongoing support increase over time. The vendor adds an arbitrary percentage to the cost of support each year that is in no way linked to inflation or any other price index. I know they are not the only IT vendor to do this (milking existing customers for more money each year for the same products) but it seems to punish brand loyalty rather than reward it. This will be the single biggest driver of customers away from the product over time. For any new customer thinking about PureEngage, make sure you calculate TCO over a number of years.
Robust product
- End to end view of customer interaction through chat and voice. One stop shop for consolidated view of consumer interactions - chat, voice and email.
- Good soft pop capability to present relevant information for agents
- Licensing construct needs to move from perpetual and media based licensing to blended agent approach to allow fexibility
Genesys heavy user feedback
- It aggregates all the medias and provides a uniform interaction platform
- It easily integrates with third-party solutions and homemade applications to provide a seamless experience to users
- It is a very robust solution
- It is very good at providing tailor made solutions matching complex business needs. If you leverage its sdks and the Composer development platform, almost nothing is impossible. You are never stuck with a closed and limited solution.
- Applications should be migrated to micro services to facilitate day-to-day operations and improve performances and scalability.
- Some interfaces should be refreshed (wfm for instance) and even recently renewed ones could be more user friendly
- Pricing is high (it really is a premium product), some capabilities are optional and should be included in the core packages as they are key to take the most of the platform (especially the sdks and infomart)
PureEngage Review
- Routing
- OmniChannel Desktop
- Reporting
- Technical documentation for the solution
- Workforce management
Genesys PureEngage Review
- The solution is flexible and powerful enough to satisfy users. Such as, applying complex business rules for routing.
- IWS is customizable; each team (inbound, outbound, collection, etc.) uses a different version of IWS which is customized according to their needs.
- Social engagement tool doesn't support all social media platforms like instagram, youtube, etc.
For voice interactions, it is well suited.
Less appropriate;
* Dialer doesn't take into consideration inbound calls sent to outbound agents in predictive mode.
* Sentimental analysis doesn't support the Turkish language.
* Social engagement tool doesn't support all social media platforms like Instagram, youtube, etc.
Genesys PureEngage Review
- A unified platform for all media interaction routing and reporting.
- Nearly endless options to configure and customize the applications, user experience, and customer experience.
- Frequent upgrades and enhancements being released.
- A large number of features and options can be complex. The applications could benefit from a starting standard set where settings are designed to a "gold" standard and then changes away from that standard would only get done if there is a reason to do so.
- The sample Routing strategies and IVR application designs that come with the application gives an idea of what can be done, but they aren't a starting point for a "gold" standard design. Having the application come with a full set up starting routing strategy and IVR design would go a long way to helping organizations to start using the applications faster.
- Application logging and the large number of different applications all logging can make isolating issues very challenging.
What is Genesys for us?
- The most important thing is the reliable framework.
- Easy management. Well designed support portal of administration for IT.
- Easy modules for business requirements. Business departments can do some of the business decisions on the system portal.
- Genesys made continuous improvement and development of the modules.
- Silent monitoring and whisper coaching support from CCpulse.
- Automatic user import feature can be added, for example from human resources application. It would be nice if we could schedule it via Genesys admin.
- Genesys Pulse can not show statistics instantly and configurable controls in CCPulse+ are not found in CCPulse (sending email, scripting, etc.). It can be added.
- Entry-level training given in Turkey may be given advanced training.
Satisfied Customer
- Blending of interaction types
- Efficient workload handling
- Robust system
- Reporting can still be made more easy
- Enablement of new channels
- Faster implementation of add-ons
Genesys PureEngage
- It accepts seamless unified & customized reporting.
- It works well with other features of the business, CRM and Genesys Interactive Workspace.
- Customer engagement has been achieved effectively.
- We have just started using the system so no cons available for now.
Genesys PureEngage - The future of CX with your organization!
- Omnichannel according to me is the greatest strength of Genesys Engage. All components are Genesys components, allowing for seamless unified & customized reporting and a great customer experience.
- Genesys is an open system, therefore, can integrate with various aspects of our business. For instance, we have completely integrated Genesys with our existing CRM solution.
- The ease of managing the day to day operation, dashboard customization, etc, are a value add.
- Honestly, since we are a new implementation, we have not yet encountered any cons.
Genesys
Our Genesys solution is currently integrated with CRM and other Scripting platforms in order to offer a pseudo omni-channel solution.
- Supported through multiple VoIP vendors
- Focused on the high market solutions
- New version support virtualization
- Stable, but with bumpy starts
- Support out of the box integration with cloud CRMs
- More extensive APIs for Email and Voice
- Dynamic and do-it-yourself reports
- Scripting
It's well suited where we have a multitude of VoiIP solutions throughout the organization and/or an installed base of contact center modules.
I would advise it when the client would already have a centralized Genesys platform and wanted to incorporate more locations to its enterprise. For example when we have an installed base and the client just wants to buy a new PBX, no matter the manufacturer of the PBX. We are using the platform for our Contact Center outsourcing services. We are using Genesys as an ACD and CTI. For the other modules like for example Scripting and Reporting we are using other solutions that were built internally.
#1 Vote for Tool of the Year - Genesys Contact Center Portfolio
- Genesys Contact Center Portfolio allows us to easily configure complicated routing designs.
- Genesys Contact Center Portfolio allows us to easily forecast resource requirements based on historical trends.
- Genesys Contact Center Portfolio provides us user friendly, out-of-the box reporting for real-time call and agent availability monitoring.
- Some features I would like to see BCBS of TN take advantage of in the future include agent dashboard reporting and management dashboard reporting, including real-time metrics and historical metrics.
- Additional features I would like to see BCBS of TN take advantage of in the future include integration with employee HR systems and Genesys Contact Center Portfolio for time off requests.
- Lastly, I would like to see BCBS of TN take advantage of management alert notifications when call queues reach a specific wait time by email or to a dedicated monitoring board.
An "All-in-One" Solution That Has It All
- CIC provides superior contact center features. Since all of the various applications of CIC run on a single processing platform, cradle-to-grave tracking statistics are available for the entire "life" of an interaction. This provides fewer headaches in tracking where calls enter and leave the system.
- Multi-media routing of not only phone calls, but also Web Chats, email and SMS text messages.
- Real-time Speech Analytics provide a contact center supervisor with the ability to proactively get involved with problem calls.
- The Quality Assurance module, Interaction Recorder, makes it very simple to find historical recordings for scoring and training purposes.
- Some Contact Center Reports have been problematic in tracking interactions that are transferred from one agent to another.
- Switchover - the ability for the system to automatically switch over to a secondary server when a problem arises with essentially 0 downtime
- Ease of Use - The .NET client for the users is very easy to learn and use as well as the administrative tools are very easy to learn and use.
- Support - The support is top notch. When you call into support you are able to get to a support engineer with very minimal hold time if any at all. The majority of support engineers actually know the product and if they don't they get you in touch with the right engineers/developers.
- Enhancement Requests - You can submit a request to improve the product and they could very well implement that in a future update/product
- Cost - When I utilized I3 (this could be different now) the cost per agent for small companies is pretty high and hard to justify.
- Powershell Integration - With most things now in the Windows world able to be automated with Powershell, it would be very beneficial to have some sort of Powershell integration.
Also for mobile workers that aren't in front of their computers all day, the "Follow Me" feature is very valuable as it also has a "screen" feature and you can have the call sent to multiple numbers.
Another benefit is that the security is very granular, therefore you can create custom agent interfaces or even custom administrative consoles.
- Call routing has been a major factor for us as we can route the calls to the proper skill set who can answer the calls properly and efficiently
- Reporting. This has made things extremely easy to pull the reports for us to get to our financial teams and adjust how many users we need on the phone
- Support. They listen to the needs of the customers and make the updates as needed
- Some of the reports are difficult to get to the data you really need. You may need to export the data to cross reference with other data to get the answer.
Genesys - the Cadillac of Contact Center Technology Platforms
- Genesys offers integrated tools for every part of the contact center space - inbound voice, outbound voice, SMS, chat, social media, IVR, workflow, analytics, etc. If you choose to use all of their tools, you will minimize integration issues and avoid having to configure your contact center objects on multiple different platforms.
- Genesys provides end-to-end visibility of customer contacts and maintains the context of these customer contacts with attached data. Analysis of Infomart data can provide great insights into your business.
- Genesys solutions are extremely powerful and customizable. Companies can be very creative with their Genesys solution. The way Genesys is implemented at a company can be a competitive differentiator.
- Genesys is committed to the contact center space. It is the only thing that the company does, so I feel confident that they will still be around in 5, 10, or 20 years.
- Because their product spectrum is so broad, technical support can be spotty.
- Full product integration of products that Genesys has acquired from other companies can take a long time.
- Genesys does not prescribe how to use their products. Most companies will need to invest in a well-trained internal Genesys development and support team or outsource it to Genesys or a 3rd party VAR.
An intelligent solution for your contact center
- I find that operating costs, especially support staffing levels, is something that is severely overlooked when choosing a contact center platforms. Don't install something you can't support. On that note, one of the major benefits of interactive intelligence is that the basic administration of this system is extremely simple. You don't need to tie up expensive level 3 voice engineers to handle basic daily duties. These duties can be shared by the contact center supervisors/managers, field services or a competent help desk team.
- The customer facing features are excellent and they all come straight out of the box. No need to stand up a bunch of extra infrastructure to get features such as reporting, call recording, agent score cards, etc. These features are all intuitive and easy to use as well.
- Auto Attendant is easy to use. It's also depictive and provides a read only view that you can share with the business. This kind of visibility into what is actually happening in their phone system, and more importantly to their customers experience, will be much appreciated by the business.
- The visibility of the call flow and current call states through supervisor and admin tools is very good.
- From a design and build perspective the solution is not over complicated like much of the other contact center solutions out there. This makes it very robust and scalable.
- It's very customizable and can meet any business need. Be warned though, as with any system, the more customizations you put in place the more difficult it becomes to maintain, upgrade, and grow your system.
- Finding good qualified staff may be a challenge due to the fact that this product just isn't as common as some of it's competitors.
- As a engineer, my worst complaint by far is that there is just not enough self help information out there. Not every company or individual has the $5K kicking around to become certified. If you have 2-3 staff members you wanted to get trained up your looking at a pricey employee investment.
- In the past, upgrades have been somewhat painful and can come with some hefty bugs in the first 6 months. I have heard that ININ has improved on this recently, however I can't vouch for such a claim. Either way, plan upgrades carefully and test everything twice!
However I would be wary of using it as your corporate "business user phone system" due to the fact that it is software based and basic users will more than likely find it "excessive".
ININ Review
- Ease of setup and managment
- Simple user interface and site managment
- Good support and assistance from ININ corporate resources (Engineers and Technical Assistance)
- Some advanced functionality is less intuitive to setup then other packages
- Depending on your requirements some functionality is limited or unavailable
- Patch releases are too far apart, causing delays in some problem resolution
You will not be disappointed with Interactive Intelligence integrated call center solutions
- To manage incoming ACD calls, emails and voicemails for the Customer Relations Call Center, Energy Services Dept, Internal Help desk and Vegetation Management Dept
- To manage outbound Campaigns for Vegetation Management, Final Bill notifications and Disconnect Notices
- To manage Walking in Customers queued up in custom developed KIOSK using generic interactions
- Manages ACD calls effectively
- Allows for accurate reporting on productivity, efficiency and quality assurance
- Allows for custom development to meet Utility specific needs
- Records, scores, archives and manages reporting around various quality assurance process for all ACD interactions
- Effectively utilizes real time speech analytics to support quality assurance
- Centralized management of all aspects of support and administration
- Work for management module does not allow for level of customization that is needed by Union run Utility call center
ININ CIC 3.0.17
- Automatic Call Distributor (ACD) queues are pretty straightforward to manage
- I like the softphone options.
- I am pretty new to VoIP, so this is my first phone system that I'm using/managing. So far I find it pretty easy to manage.
- New user scriptability could use some work. We currently have it automated to a level where we can import a CSV for new users, but we still have to go in and adjust licensing and skills after the fact before their account is usable.
- ININ seems to like to nickel and dime you for licensing. Every little imaginable thing is a separate license.