Skip to main content
TrustRadius
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.

Read more

Learn from top reviewers

Genesys Contact Center Porfolio

Rating: 8 out of 10
January 9, 2024
IncentivizedVetted ReviewVerified User
We as service provider implemented Genesys based solutions for different clients. I am an expert in Genesys Routing Strategy development and have implemented call routing for ...
Continue reading
Verified user
Engineer
Genesys Multicloud CX (discontinued)7 years of experience

Sad the Genesys Engage is going to be Discontinued

Rating: 7 out of 10
March 28, 2023
IncentivizedVetted ReviewVerified User
We use it for all contact center voice, email and chat applications.
Continue reading
David Johnson
Manager - Information Technology
Sr Manager
BNSF Railway
Genesys Multicloud CX (discontinued)7 years of experience

My review of Genesys Multicloud CX

Rating: 9 out of 10
October 23, 2022
IncentivizedVetted ReviewVerified User
We use the Genesys Multicloud CX in our Contact Center for inbound/outbound voice channels for discussion with our customers. It helps us to easily keep in touch with them and...
Continue reading
Dragos Andrei Andrei
Engineer - Customer Service
Technical Support Engineer
HPE

Genesys Multicloud CX

Rating: 10 out of 10
July 13, 2022
IncentivizedVetted ReviewVerified User
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 sub...
Continue reading
Murat Akkaynak
Administrator - Information Technology
Unified Communication Manager
Akbank
Genesys Multicloud CX (discontinued)12 years of experience

Genesys PureEngage Experience is Service Made Easy

Rating: 9 out of 10
June 14, 2022
Vetted ReviewVerified User
Genesys Engage is being used by the majority of the organization to deliver omnichannel experience to TELUS customers.
Continue reading
eugene thai
Employee - Information Technology
Sr. Technology Architect
TELUS
Genesys Multicloud CX (discontinued)15 years of experience
Log in with LinkedIn to see content from your network
Return to navigation

Pricing

View all pricing
Genesys Multicloud CX (discontinued)

Genesys Multicloud CX (discontinued)

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

Genesys Cloud CX

Genesys Cloud CX

$75
per month (billed annually) per user
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.

Broadvoice | GoContact

Broadvoice | GoContact

$10
per month per seat
What is Broadvoice | GoContact?

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.

Return to navigation

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.

9.2
Avg 8.3

Workforce Optimization (WFO)

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

8.5
Avg 8.2
Return to navigation

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 Mpower, and 8x8 Contact Center are common alternatives for Genesys Multicloud CX (discontinued).

Reviewers rate Agent dashboard and Validate callers and Warm transfer highest, with a score of 10.

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

Comparisons

View all alternatives
Return to navigation

Reviews From Top Reviewers

View all reviews
(1-5 of 114)

Next Generation Contact Center

Rating: 9 out of 10
Incentivized
March 09, 2019
CS
Chirag Sachdeva
Genesys Consltant
BT E service India pvt ltd (Information Technology and Services, 10,001+ employees)
Vetted Review
Verified User
Genesys Multicloud CX (discontinued)
8 years of experience
View profile
Use Cases and Deployment Scope
The application provides hardware flexibility and almost any kinds of customization is possible in Genesys as per customer need.
Pros
  • IVR customization and modification is more flexible.
  • Routing parameter is end-user friendly.
  • Integration with 3rd party applications I.e Twitter, Facebook, WhatsApp.
Cons
  • Difficult to find training materials.
  • A skilled user has been difficult to find.
  • Audit functionality could be improved as it is not simple for the end user.
Likelihood to Recommend
Enterprise level contact center.

Genesys Contact Center Porfolio

Rating: 8 out of 10
Incentivized
January 09, 2024
Verified User
Engineer in Customer Service
Insurance Company, 10,001+ employees
Vetted Review
Verified User
Genesys Multicloud CX (discontinued)
7 years of experience
Use Cases and Deployment Scope
We as service provider implemented Genesys based solutions for different clients. I am an expert in Genesys Routing Strategy development and have implemented call routing for several clients and its really worth using this solution.
Pros
  • Genesys Voice platform enables flexibility in organisations call flows.
  • Reporting solutions are very good.
  • Call routing, if designed in efficient way by separate customer data layer, it works with great flexibility.
  • With SCI management layer is easy to manage.
  • Great routing flexibility.
  • IVR solutions by studio and composer.
Cons
  • Stat tables for business hours can be designed in better way.
Likelihood to Recommend

PureEngage, big boss of contact centers

Rating: 10 out of 10
Incentivized
May 28, 2019
Verified User
Professional in Information Technology
Telecommunications Company, 10,001+ employees
Vetted Review
Verified User
Genesys Multicloud CX (discontinued)
12 years of experience
Use Cases and Deployment Scope
My role in my present organization is to design scalable, resilient, high performing and feature-rich contact center solutions. Often the customers are external. However, given the scale of my organization, a large deployment was done to cover the needs of a handful of business units.
With the growing number of ways in which people connect with each other, our customers are constantly looking for opportunities to make their end-customers' experiences smooth and seamless. This requires being able to maintain the context of customer conversations regardless of the mode they choose, and to integrate closely with information systems to personalize their experience.
Genesys Engage is like a Swiss Army knife of contact center solutions. It has an elaborate, industry-leading technical offering, which is complemented by a support structure second to none. Combining the ease of integration, even with legacy systems, provides us the confidence to address those business needs.
Pros
  • Consistently rated as a leader in contact center space for past years helps partners and customers build confidence in the offering. This is of paramount essence during any deal sign-off.
  • The continuous evolution of the product line to keep up with technology. Genesys Engage makes use of the latest advancements to improve the existing products and introduce new ones as required. Recently, Work Force Management suite got AI-backed algorithms to assist contact center managers in planning correctly.
  • Seamless integration with customer systems helps us create a personalized experience for our customer and customer's customer. This includes integration with IT systems to automate mundane tasks such as login processes for users in a much more secure way. Recently, we successfully completed a pilot with a customer on the use of a BOT Gateway that can bridge customers with multiple AI BOTs seamlessly.
Cons
  • At present, the user interfaces for various PureEngage applications, whether desktop or web-based, are a bit inconsistent. This includes basic functionality, like Single Sign-On, and the user interface look and feel.
  • There's a need for mobile applications. Further effort is needed to create mobile apps for business managers (say to allow viewing contact center stats on the go), floor managers (approve leaves while away from the system), operational managers (get important notifications about system health and application status view) etc.
  • There's a lack of turn-key designs/ solutions for customers that need the features, but do not have the volume of users to justify spending on multiple pieces of hardware.
Likelihood to Recommend

Best-fit scenarios

  • Complex contact center solutions.
  • Geo-resilient datacenter design with minimal/ no local footprint.
  • Integration with modern and legacy applications.
  • Planning and scheduling large contact center agents.
  • Engaging end-customers on various channels.

Less appropriate scenarios

  • Lower number of agents/interaction volumes.
  • Simple auto-attendant and call distribution.

Genesys PureEngage: The leader of Contact Centers

Rating: 10 out of 10
Incentivized
March 26, 2019
Use Cases and Deployment Scope
At Intracom Telecom, we are using Genesys Engage with almost all components. Intracom Telecom is the leading company for Call Center technologies in Greece and abroad. Therefore, if there's a new application or new Genesys module, we train and implement it officially for our customers.

We also implement Proactive Chat and Genesys Outbound in order to increase customer experience for our customers. We create proper supervisor processes in order to manage Agent's shifts using Genesys WFM. Agent or call based issues are being solved using InfoMart and Interactive Insights reporting. Genesys IVR for enhanced capabilities is also being used in order to design dynamic IVR functions. This is achieved using powerful routing strategies for voice media channels.

Concluding, we use all solutions from Genesys (SIP, E-services, GVP, Routing, WFM, Outbound etc) and it addresses all kinds of problems that have relation to VoIP calls and Contact Centers in general.
Pros
  • Tremendous options for customizing to fit any possible business scenario.
  • You don't have to buy everything, just the components you need and add them to the current configuration.
  • There are constant reviews, updates, and hotfixes.
  • Ability to integrate with pre-existing platforms
Cons
  • There should be more practical examples of how to use their functionalities.
  • Licenses price.
Likelihood to Recommend
Genesys Engage is focused on medium and large contact centers. You can use CIM Platform, outbound campaigns, media channels, and GVPs. For small call centers, a deep study should be done to implement a Genesys Engage scenario because of the complexity and costs.

An intelligent solution for your contact center

Rating: 9 out of 10
Incentivized
September 17, 2014
DB
David Barilla
VoIP Engineer
Open Technology Solutions (Leisure, Travel & Tourism, 5001-10,000 employees)
Vetted Review
Verified User
Genesys Multicloud CX (discontinued)
9 years of experience
Use Cases and Deployment Scope
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.
Pros
  • 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.
Cons
  • 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!
Likelihood to Recommend
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".
Return to navigation