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Genesys Multicloud CX (discontinued)

Genesys Multicloud CX (discontinued)
Formerly Genesys Engage

Overview

What is Genesys Multicloud CX (discontinued)?

Genesys Multicloud CX (formerly Genesys Engage, or PureEngage) is the Genesys customer engagement platform for enterprises. It is designed to be flexible for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations.

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Recent Reviews

Genesys for Sales

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

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 22 features
  • Interactive voice response (106)
    9.9
    99%
  • Warm transfer (105)
    9.8
    98%
  • Agent dashboard (109)
    9.7
    97%
  • Multichannel integration (105)
    9.6
    96%

Reviewer Pros & Cons

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Pricing

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N/A
Unavailable

What is Genesys Multicloud CX (discontinued)?

Genesys Multicloud CX (formerly Genesys Engage, or PureEngage) is the Genesys customer engagement platform for enterprises. It is designed to be flexible for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations.

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.genesys.com/platform/pureen…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Would you like us to let the vendor know that you want pricing?

3 people also want pricing

Alternatives Pricing

What is Genesys Cloud CX?

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

What is Broadvoice?

Broadvoice is a provider of hosted voice, UCaaS, CCaaS, and CX solutions for small and mid-market enterprises and BPOs. Broadvoice solutions offer enterprise-class features to simplify communications and streamline operations.

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Features

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

9.1
Avg 8.4

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

8.6
Avg 8.3
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Product Details

What is Genesys Multicloud CX (discontinued)?

Genesys Multicloud CX (formerly Genesys Engage) is the Genesys Customer Engagement Platform for the enterprise. It is designed to be flexible for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations.

Genesys Multicloud CX (formerly Genesys Engage) aims to help users manage both the customer and employee experience, across all channels, with the power of Artificial Intelligence and Machine Learning. Users can integrate their systems, which the vendor says can help organizations leverage their existing investments. The goal is to unify all customer-engaging teams—from marketing and sales through service and support--so that customers and employees have a smoother journey.

The vendor promises Genesys Multicloud CX (formerly Genesys Engage) is easy to use. It is designed enable rapid deployment, easy configuration and administration. Organizations can turn on new applications and services when needed.

Genesys Multicloud CX (formerly Genesys Engage) offers flexible deployment options. Businesses can choose their consumption model—cloud, on-premises subscription or perpetual on-premises licensing. The system also offers extensive customizability through open APIs and web standards. The vendor says users can extend capabilities to deliver operational efficiencies and a superior customer experience company-wide.

Genesys Multicloud CX (discontinued) Features

Contact Center Software Features

  • Supported: Agent dashboard
  • Supported: Validate callers
  • Supported: Outbound response
  • Supported: Call forwarding
  • Supported: Click-to-call (CTC)
  • Supported: Warm transfer
  • Supported: Predictive dialing
  • Supported: Interactive voice response
  • Supported: REST APIs
  • Supported: Call scripts
  • Supported: Call tracking
  • Supported: Multichannel integration
  • Supported: CRM software integration
  • Supported: Automatic speech recognition (ASR)
  • Supported: Natural language processing for IVR
  • Supported: Communications forecasting

Workforce Optimization (WFO) Features

  • Supported: Inbound call routing
  • Supported: Omnichannel inbound routing
  • Supported: Recording
  • Supported: Quality management
  • Supported: Call analytics
  • Supported: Historical reporting
  • Supported: Live reporting
  • Supported: Customer surveys
  • Supported: Customer interaction analytics

Omnichannel support Features

  • Supported: Email
  • Supported: Voice (phone)
  • Supported: VoIP
  • Supported: SMS/Text
  • Supported: Video channel
  • Supported: Live chat channel
  • Supported: Co-browse
  • Supported: Screen-share
  • Supported: Social media channels
  • Supported: Mobile applications

Predictive Analytics Features

  • Supported: Intelligent call routing
  • Supported: Chatbots
  • Supported: AI assistance for live agents

Additional Features

  • Supported: Voice Routing
  • Supported: Web Chat
  • Supported: Email Response
  • Supported: SMS
  • Supported: Predictive Web Engagement
  • Supported: Work Item Prioritization and Routing (iWD)
  • Supported: Skills DNA for skills assessment and analysis

Genesys Multicloud CX (discontinued) Screenshots

Screenshot of Altocloud in Workspace

Genesys Multicloud CX (discontinued) Video

Cleartrip, an online travel company that provides comprehensive travel experiences throughout India and the Persian Gulf region, uses the tagline “Making Travel Simple.” As a one-stop shop for their customers’ travel needs, Cleartrip sought a similar DNA for their telecom requ...
 Show More

Genesys Multicloud CX (discontinued) Integrations

Genesys Multicloud CX (discontinued) Competitors

Genesys Multicloud CX (discontinued) Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows, Linux
Mobile ApplicationApple iOS, Android, Custom Push Service

Frequently Asked Questions

Genesys Multicloud CX (formerly Genesys Engage, or PureEngage) is the Genesys customer engagement platform for enterprises. It is designed to be flexible for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations.

Avaya IP Office, NICE CXone, and 8x8 Contact Center are common alternatives for Genesys Multicloud CX (discontinued).

Reviewers rate Interactive voice response highest, with a score of 9.9.

The most common users of Genesys Multicloud CX (discontinued) are from Enterprises (1,001+ employees).
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Comparisons

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Reviews and Ratings

(343)

Attribute Ratings

Reviews

(126-147 of 147)
Companies can't remove reviews or game the system. Here's why
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We are Genesys partners and we sale, deploy and support Genesys Engage solutions for our clients
  • 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 Engage is the best solution for a call center (it's very modular, configurable, stable, etc), but licenses are expensive, and in some cases, it's not ideal for small companies.
Ertugrul Bayrakci | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
We are using Genesys Engage solutions in all parts of our organization (contact center, branches, complaint management teams, collection teams, support teams etc). All customer interactions (inbound or outbound) via voice and chat are processed on this solution.
  • 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.
Genesys Engage has good resource management. Both contact center and branch resources can be managed as one system. Our contact center and branches can easily transfer customer calls to each other with business and customer data.
James Cowan | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Genesys Engage across our organisation to prioritise and distribute incoming calls, emails and work items. It supports our Connections, Assurance and Operations centres.
  • 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.
Currently there is no other product that comes close to the features and functionality of Genesys Engage. It provides a seamless ability to blend multiple work channels across groups of agents and provides great analytics and insights into the efficiency of contact centre and back office operations. If your business relies on detailed accurate real time and historical reporting of contact centre metrics, this is the product for you.
August 27, 2018

Robust product

Score 8 out of 10
Vetted Review
Verified User
Incentivized
Genesys Engage is being used to mange our customer interactions across our Chat and voice Contact centre channels. It is deployed across multiple locations on and offshore. We also use Workforce management to mange approximately 1,000 staff. We use the Genesys Chat widget to interact with customers and it links into our separate VA. UCS is used for chat, email and social.
  • 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
Suitable in large contact centres where there are multiple channels of engagement with the customer and 1 view is required
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Genesys Engage as a core routing platform to manage all our customer interactions including voice, email, web and mobile solicitations.
  • 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)
If you need to build a multi media contact center that will be tailor made and able to evolve according to your business needs then I would definitely recommend to Genesys Engage. If you only need everybody's call center with basic functionalities and are not willing to invest time to customize the solution then I would not recommend it -- do not expect a plug and play solution.
July 27, 2018

PureEngage Review

Rui Palma | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Genesys Engage, is used by all our Customer Service Departments, Contact Center, Outbound Campaigns and Customer Management.
  • Routing
  • OmniChannel Desktop
  • Reporting
  • Technical documentation for the solution
  • Workforce management
Great for complex routing scenarios
Fahri YILMAZ | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Genesys Engage is being used by the contact center. It made it more efficient to handle customer interactions.
  • 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.

Jason McCallum | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Genesys Engage is used to provide a centralized work routing and reporting environment for various different media. Be it inbound voice, outbound dialer, email, SMS, and other media, the platform provides a singular view of the agent, their work, and the time they spent on the various aspects of their daily interaction handling.
  • 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.
Genesys Engage is suited for organizations that want a high degree of control over the applications and their behavior. Using Genesys Engage comes with the need to manage the system, the design of the system, and the design of how users use the system. The complex configurations and user security models give a lot of control over the experience, but also are complex which means a lot of planning and testing is always needed.
Zafer Guldur | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
ResellerIncentivized
We are using Genesys Engage modules in inbound, outbound, IVR, chat, reporting, WFM, and SIP. I haven't seen any business problems.
  • 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.
Inbound and outbound features are important for us. For our customers with disabilities, the video call center service (new service) is important for us.
November 04, 2017

Satisfied Customer

Score 9 out of 10
Vetted Review
Verified User
Incentivized
It's used as the customer interaction platform across the company (3 core countries).
  • Blending of interaction types
  • Efficient workload handling
  • Robust system
  • Reporting can still be made more easy
  • Enablement of new channels
  • Faster implementation of add-ons
Well suited to large organizations with scattered customer contact and even centralized organizations. Multiple channels and multiple locations.
November 01, 2017

Genesys PureEngage

Olumayowa Mosuro | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Genesys Engage is used at our retention Contact Center. It has helped the agents to work omnichannel. We have also integrated Genesys Engage with our CRM as it provides webchat, IVR setup. This has improved agent KPIs and also full engagement of customers and resellers of our product in a tremendous fashion.
  • 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.
[Well suited for] Outbound and Inbound areas of the contact center, user administration
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Genesys Engage is used for our Contact Center Operations currently. This solution has helped us automate seamlessly through the Omni channel offering. We used to have a Call Center set-up where only calls were handled by an ACD. Now we have the ACD, IVR read-write, QMS, email, web chat, web collaboration, CTI, unified reports. We have also integrated Genesys Engage with our CRM. Since implementation less than 2 months ago, we have seen a positive improvement in our team's productivity and the effective handling of our valued customers.
  • 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.
In reality, Genesys Engage satisfies our requirement for enhancing our operations and providing self help for customers. This was not possible with the previous system we had.
September 05, 2016

Genesys

Rui Ferraz | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Genesys Contact Center is currently being used by Contact Center BPOutsourcing services to present an all in one service to public and private organizations in Portugal (B2B Market). This platform was built several years ago with the capability of up 1000+ agents in order to support our internal Contact Centers and customer care services. (B2C Market)

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.

Score 10 out of 10
Vetted Review
Verified User
Incentivized
Genesys Contact Center Portfolio is being utilized by my department for IVR, call routing, real-time call monitoring, historical reporting, and forecasting of work volume and resource purposes. Genesys Contact Center Portfolio enables both department supervisors and myself to manage day to day business as well as provides the capability to predict resource needs based on historical trends and new business demand planning.
  • 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.
Large call centers can definitely reap the value of utilizing Genesys Contact Center Portfolio, even small call centers benefit but it may not easily be cost justified to implement.
David Saidel | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
98% of the company works in virtual in home offices. The Interactive Intelligence Inc.'s Customer Interaction Center (CIC), was a key component in supporting multi-channel internal and external communications. The CIC's desktop application, Interaction Client, provided the following: full PBX functionality; multi-line calling via a single analog POTs line; voice mail with the ability to listen in to the message and pulling the call out of voice mail and talk to the caller; make and manage multi-line conference calls; click-to-dial company and personal directories; ability to view real-time status of all users on the system; ability to set out of office and vacation alert messages remotely; internal chat sessions between associates; conference chats with associates while on a conference call with a customer; ad-hoc recording of all calls and chat sessions; ability to mute self or remote end of a call; park a call; caller id; call history of each call indicating which party terminated the call; ability to launch email from the directories; and many other features as well.
  • 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.
The Customer Interaction Center is well suited for organizations that have multi-site locations and want to virtualize contact centers. CIC also supports incremental or explosive growth, since it is a software centric solution and requires only minimal additional hardware to add new sites and users to the system. It is also a good selection for multinational companies with its ability to regionalize and support over 30 languages on the same CIC system.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I utilized I3 at a previous company specifically for the call center capabilities in the customer support department. We utilized I3 in conjunction with Microsoft Lync and it provided a very robust fault tolerant solution. I3 addressed several areas like being able to utilize statuses, a very easy to use GUI and providing the call center managers with very detailed reporting on statistics of calls.
  • 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.
I3 is very software centric and for "Call Center" applications it works best by utilizing their "Workgroups" and "ACD" features. If you don't want to pay for the "ACD" license and will be utilizing hardware phones just be sure to identify all of the call groups scenarios. They can more than likely be worked out but just takes some extra effort as well as outside the box thinking on occasion to get to work the way some customers want. For "Enterprise Voice" I3 is a very solid solution with or without a hardware phone.
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.
Jef Fletcher | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Our operation houses a 125 seat call center where we provide sales and customer service to newborn parents. Along side that is also our Outbound sales team that uses the latest offering from I3 in its IMC product that replaced predictive dialing of numbers. Our company has been a customer of I3 dating back to the 2.2 version and most recently moved to the 4.0 platform. This product services our entire company from the call center all the way to our executives.
  • 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.
Virtualization of the servers was a major factor for us as we were looking at disaster recovery as well. Having the servers in a virtual center where we can pick up and move to a new location quickly was ideal.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Genesys Contact Center Portforlio is used throughout our organization by many departments. My department uses Genesys Universal Routing Server (URS) to intelligently route inbound phone calls to agents based on customer entered attached data from the IVR and from lookups into business databases using the call attached data. Calls are delivered to VoIP agents via Genesys SIP server and are presented to agents on their desktops, with attached data, via Genesys Interaction Workspace (IWS). Our agents use Interaction Workspace for all on-phone activities, including login/logout, agent status, and call control (answer/end, hold/retrieve, warm and cold transfer, conference). We use several Genesys components for contact center reporting - CCPulse+ for near-real time agent level reporting, Informiam Contact Center Advisor for near-real time queue level reporting, and Infomart for historical aggregate and detail reporting. Genesys Contact Center Portfolio allows us to: capture customer entered data and associate it with a call, use that data to fetch and attach more customer data from internal sources to the call, route calls to the best available agents, present relevant data to our agents, give our agents tools to efficiently handle customer calls, and view the data associated with calls from end-to-end.
  • 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.
I believe that Genesys is most well suited to growing or large companies, especially at the point where they are considering a technology refresh. A company that is willing to go "all in" with one vendor will do the best with Genesys. In my view, a lot is lost in the contact center space when a "best of breed" solution is picked for each individual component, such as IVR, call routing, workforce management, chat, outbound. Integration between vendors in the contact center space is very difficult. I recommend evaluating the components that you need now and those that you believe you will need in the next 5 years. If Genesys (or another vendor) is in your top 3 for each of those components, you should seriously consider that vendor for all of your contact center technology needs. Also, as mentioned previously, if selecting Genesys you need to be prepared to to train and maintain your own development and support team or be prepared to pay for those services. The skillset is unique and a person who is a really good developer, say a Java developer, is not necessarily the best choice to be a Genesys developer. A telecommunications background and prior call center technology experience are important traits to look for when hiring Genesys development and support staff. An alterative is to invest in extensive Genesys training to give a good developer the Genesys experience necessary. Do not skimp on Genesys training for your staff, as doing so will jeopardize you investment in the Genesys Contact Center Portfolio!
David Barilla | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Company wide, centralized contact center solution being utilized (tenanted) by multiple contact centers that are geographically dispersed. The solution handled inbound customer interactions including phone calls, emails, faxes, and call back requests.
  • 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!
ININ is an excellent "Contact Center Solution" and a reasonable price.

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".
August 15, 2014

ININ Review

Andrew Stone | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
ININ was first implemented to replace an aging Avaya system at the companies global call center. ININ allowed us to easily switch platforms and increase functionality and performance. ININ was then rolled out to the corporate Help Desk and retail locations allowing for a total corporate solution with centralized management.
  • 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
It's best used for small to mid-sized companies with limited staff and budgets. Companies should understand how ININ will connect and interact with their current environment to make sure the chosen configuration best meets their needs.
Derek Gibson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use it in the following manner:
  • To manage incoming ACD calls, emails and voicemails for the Customer Relations Call Center, Energy Services Dept, Internal Help desk and Vegetation Management Dept
  • To manage outbound Campaigns for Vegetation Management, Final Bill notifications and Disconnect Notices
  • To manage Walking in Customers queued up in custom developed KIOSK using generic interactions
  • Manages ACD calls effectively
  • Allows for accurate reporting on productivity, efficiency and quality assurance
  • Allows for custom development to meet Utility specific needs
  • Records, scores, archives and manages reporting around various quality assurance process for all ACD interactions
  • Effectively utilizes real time speech analytics to support quality assurance
  • Centralized management of all aspects of support and administration
  • Work for management module does not allow for level of customization that is needed by Union run Utility call center
I have experience using most of the main competitors of Interactive Intelligence including Avaya, Aspect, Cisco and Nortel and Interactive Intelligence is superior across the board, without question.
August 11, 2014

ININ CIC 3.0.17

Score 5 out of 10
Vetted Review
Verified User
Incentivized
We use it as both a normal phone system as well as in a call center environment. We use it to support our call center queues as well as advanced features such as call reporting and performance metrics.
  • 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.
There's absolutely no reason to use ININ if they don't have a call center, I know there are things out there that are significantly cheaper.
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