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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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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 ...
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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.
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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...
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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...
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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
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Pricing

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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.

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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.

9.2
Avg 8.3

Workforce Optimization (WFO)

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

8.5
Avg 8.2
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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...
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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 Validate callers and Warm transfer and Interactive voice response highest, with a score of 10.

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

View all alternatives
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Reviews From Top Reviewers

View all reviews
(1-5 of 85)

Genesys PureEngage Experience is Service Made Easy

Rating: 9 out of 10
June 14, 2022
et
eugene thai
Sr. Technology Architect
TELUS (Telecommunications, 10,001+ employees)
Vetted Review
Verified User
Genesys Multicloud CX (discontinued)
15 years of experience
View profile
Use Cases and Deployment Scope
Genesys Engage is being used by the majority of the organization to deliver omnichannel experience to TELUS customers.
Pros
  • 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.
Cons
  • 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.
Likelihood to Recommend
Suited for big organization that has different user groups with different integration demands

Great platform for voice applications and increased self service.

Rating: 8 out of 10
Incentivized
July 25, 2019
RB
Raphael Brasseur
Application Developer
U.S. Cellular (Wireless, 5001-10,000 employees)
Vetted Review
Verified User
Genesys Multicloud CX (discontinued)
6 years of experience
View profile
Use Cases and Deployment Scope
Genesys Engage is our Telephony platform for all our call centers. We use it for all our voice applications and as our routing engine to manage call traffic to our call centers.
Pros
  • Our GVP applications are stable and work very well.
  • Our routing engine also works well.
  • Call center associates seem to be happy with the WDE interface.
Cons
  • The Genesys platform is really complex. It has a lot of moving parts which makes it hard to support sometimes.
Likelihood to Recommend
It is well suited for voice applications and routing needs.

Genesys PureEngage: a great tool for delivering great Customer Service

Rating: 10 out of 10
Incentivized
October 22, 2018
RC
Roberto Cardenas
CX & Digital Transformation Manager
Chubb (Insurance, 10,001+ employees)
Vetted Review
Verified User
Genesys Multicloud CX (discontinued)
19 years of experience
View profile
Use Cases and Deployment Scope
We use Genesys Engage in our contact centers which are the first point of contact to the customer. We have been using Genesys since the year 2000.

Genesys helps us to deliver customer care including customer retention, collections, claim follow-up, general inquiries; also we use the platform to perform telemarketing direct sales for a variety of products.
Pros
  • How the different communication channels converge on the agent desktop (Workspace Desktop.) It's very intuitive and helps the CSR to have a context of all the interactions that the customers had, no matter which channel they like to use.
  • The robustness of the platform is great, we had almost no downtime; this helps us to always be able to serve our customers.
  • The openness of the platform. You can integrate it with a broad range of third party products and internal systems we have in place. This helps us to have the right data, giving our CSRs the tools they need to perform their jobs easily.
Cons
  • Provide more examples of integration with the WDE, also in the Developer training there is only one chapter to customize WDE. This could help to improve the integration time.
  • The cost of the platform could be improved.
  • The reporting for the eServices platform (email, chat, social media) could be better; it would be great to have easier integration with business data.
Likelihood to Recommend
I think that Genesys Engage is better used by organizations who are customer-centric and have multiple communication channels to serve the customers, or for companies that are regulated by the Government (e.g. financial institutions,) or ones that need a platform that is very secure, where the availability of their systems is a concern.

A Few Words on Genesys PureEngage

Rating: 10 out of 10
Incentivized
November 12, 2018
Verified User
Director in Professional Services
Computer Software Company, 11-50 employees
Vetted Review
Reseller
Genesys Multicloud CX (discontinued)
11 years of experience
Use Cases and Deployment Scope
As a Genesys Engage partner, we walk the road to success with our customers. We resell, plan, implement, support and maintain Genesys Engage solutions for our customers.

The team also works with customers for software development consultation and professional services. However, we develop strictly integrated software products on top of the Genesys platform.
Pros
  • Genesys Engage is excellent in orchestrating contact center resources thanks to its perfectly integrated components.
  • Your channels for customers may include voice, digital or social media, and Genesys Engage will let you manage them easily.
  • Genesys Engage lets you to trace the interactions from starting until the interaction is resolved.
  • During the journey of the interaction, you may deliver the interaction to any resource that takes actions for the resolution and you may notify your customers on the progress and consider their responses to decide what to do next.
  • The other great thing is, the monitoring and reporting tools help you to analyze and project how good your company is doing, from many different perspectives.
  • From a technical perspective, Genesys Engage - Routing is excellent. It lets you develop very simple flows easily, but also very complex flows can be developed without getting lost in the flow. Supports well-known infrastructure systems like operating systems, RDBMSs, PBXs. So, it is highly possible that your deployment will be done on the infrastructure that you are experienced on.
  • Uses open standards.
  • Components are very robust. It also supports any HA and DRC scenarios that your company policies require.
Cons
  • The user interfaces are good looking in general, but they are generally designed from an engineering perspective which hardens daily jobs. The design can be improved.
  • For newer components, the implementation phase might be really hard, due to lack of documentation and low quality documentation.
Likelihood to Recommend
If you would like to build a contact center, regardless of the number of channels you want to implement, you should consider Genesys Engage. With your investment, your agents will have a simplified working environment, which them lets them handle voice, chat e-mail etc., interactions using the same application. However, they can monitor their statistics..

Your team leaders will have tools for real-time monitoring and historical reporting. Your Business Intelligence team will have data which is suitable for data mining. The CxOs will have any level of reports which helps their decision for the future of the company.

To have the benefits of Genesys Engage, you should build a dedicated team. Also, you should invest in Genesys University training for a faster learning curve and greater results.

Complete contact center solution for big and small companies.

Rating: 8 out of 10
Incentivized
November 13, 2020
Verified User
Engineer in Information Technology
Information Technology and Services Company, 11-50 employees
Vetted Review
Reseller
Genesys Multicloud CX (discontinued)
4 years of experience
Use Cases and Deployment Scope
We use Genesys Engage for our customers to easily integrate their current backoffice systems with their customer contact center.
Pros
  • Integration with 3rd party products
  • Flexibility of creating specific customer journeys
  • Integration with the current PABX system as so to not create too much confusion for end-users
Cons
  • More intuitive routing design tools
Likelihood to Recommend
Creating custom integrations with applications already used within the organization.
It is less suited when used in a straighforward organization without need for specific integrations and if there is no PABX present and PABX functionality is required.
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