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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

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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.

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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 8.3

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...
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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, 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

(1-25 of 49)
Companies can't remove reviews or game the system. Here's why
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We are using mixed-mode Genesys Multicloud CX components that integrate with our existing Pure Engage premise base components. We are trying to deploy a Multicloud CX-based reporting product - GCXI that enables migration from GII to GCXI for historical Business Reporting. We are also evaluating other Multicloud CX apps like GWS / WWE, BDS, and CX Contact
  • Multi Cloud Platform support - AWS, Azure, Openshift
  • compatibility with CI/CD tools like Jfrog
  • separation of authentication from ( G-Auth ) from core application components
  • Smart failover and Active-Active design support
  • Need for statefull mode for GCXI application
  • need for leveraging unique ports that need detailed security review
Multicloud CX is suited for Pure Engage premise-based solutions to Private or Hybrid Cloud setups. Provides multiple options for this premise to cloud migration. Challenges will be to modify your internal Private cloud setup with the need to open up unique ports and security features.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Genesys Multicloud CX allows us to use Agent to set up and manage our call center to onboard new customers and users in minutes. Allows us to do call-back with ease when call volumes are high. During the COVID pandemic employees were able to work from home without missing a beat.
  • Agent desktop
  • Call-back feature
  • work from anywhere
  • easy management of agents
  • More technical tutorials and courses
  • Mobile app needs more features and GUI improvement
In our case, the solution has worked very well. There are times when service is slow in answering questions or system response is slow.
March 10, 2022

Yes, Genesys Can

Serkan Kaya, MSc. | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
As an Akbank, we are using Genesys Engage with almost all components other than EWD solution. Akbank is the leader company for the new call center technologies. Therefore, if there's a new application or new Genesys module showed up, we're insisting on learning and loved-to-use for our customers. We're launching Proactive Chat and Vidyo solutions in order to increase customer experience for customers. Since we've launched ClicktoCall (voice, chat) feature in our mobile bank application, we got positive feedback from our customers. Create proper and less supervisor process in order to manage Agent's shifts via using Genesys WFM. Other than this, Social Engagement has been integrated first at Akbank in Turkey. Our customers contacted us via Twitter and Facebook channels easily. So that using Genesys Engage, we have received a good portion of the customer interaction via non-media channel. Agent or Call based issues is solved via using InfoMart reporting. Using Genesys IVR for enhanced capabilities in order to design dynamic IVR functions. Using powerful routing capabilities for voice and non-voice media channels. Genesys Engage is being used by CallCenter side (Inbound, Outbound, SocialMedia, Chat, Video), however, it's not being used in our bank branches.
  • Using Genesys IVR for enhanced capabilities in order to design dynamic IVR functions.
  • Using powerful routing capabilities for voice and non-voice media channels.
  • WebEngagement module as we used ClickToCall in our mobile bank application along with chat session. So that when our Customer(s) are authenticated in the mobile app, they can easily connect with our Customer representative without waiting in the queue for a long duration. It helps to decrease average waiting time and increase Service Level.
  • Support team; especially e-Services segment of support which provides an immediate solution and detailed information for the specific problem. They're really taking care of the cases and provide WebEx session without asking.
  • Genesys Customer Advocacy Program would also be effective way to get in touch with customer
  • Other than product defects or bugs, we've seen that Genesys documentation can include more specific information about installation, deployment, and administration. New documents/release notes should include the previous DOC information as well. Sometimes, I've recognized that I couldn't find useful info in the new document/release note, cause it's been deleted.
  • In urgent cases, Genesys should provide WebEx session and chat immediately without asking logs and other information.
  • Need to improve Social Engagement module by adding new social channels. Nowadays, customers have lots of alternative channels to complain such as Instagram, YouTube, Google+. Therefore, we would like to see more alternative social media plugins in Genesys PureEngage.
  • Need to improve Reporting. Real-time and Historical. Default call center statistics should be prepared as Avaya do. No need for extra configuration. Also, real and historical values should be identical.
  • More technical tutorials and courses can be released on support site.
  • Genesys and Vidyo integration isn't easy and need to have professional services from both sides. Therefore, it's better to have well constructed documents in order to handle integration better.
We're launching a new mobile bank application and hence we would like to interact with our Customer(s) easily. Therefore, ClicktoCall (voice, chat) feature is used for this Project along with chat feature. We got really good and positive feedback from our customers. Similarly, due to regulation, we have to use video channels for our Customer who have disabilities to contact with our Customer representative. Therefore, we have first launched Requestec WebRTC (Video) solution. However, as time goes by we will be launching Vidyo solutions in order to increase customer experience for our customers.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We are involved with the implementation and support of the entire Genesys Multicloud CX platform in a wide variety of companies, we have worked with Genesys Multicloud CX for a long time and we are convinced that it is the best platform to build a quality Contact Center, without problems and increasing its productivity in an impressive way.
  • An easy to manage platform.
  • Ease of use by employees.
  • Great integration and modules available.
  • More documentation on how to use.
  • It would be good a basic step by step to set up your basic laboratory.
One of the great advantages of Genesys Multicloud CX is that it can be easily adapted to any organization, following the sizing manuals, it is capable of adapting from a small contact center to a multinational based in several countries, which is why I think that, in any situation, you can use engage in your company.
Score 5 out of 10
Vetted Review
Verified User
Incentivized
I've supported and managed at least a dozen Genesys Engage platforms ranging from 500 to 2,500 agents. The companies I've worked with used it primarily to route and answer inbound customer calls. Some organizations have used it to route other types of interactions like email and chat, but those tended to be niche use cases put forward by brave business leaders who weren't afraid of change.
  • Scale to support large agent populations.
  • Scale to support large call volumes.
  • Highly flexible in interaction flow design.
  • Administration of interaction flows is incredibly complex.
  • Environment upgrades are incredibly complex.
Well suited: large organizations with complex business needs, mature IT processes with business analysts and project managers capable of handling complexity in nearly every change. Less appropriate: small organizations or organizations with simple business needs. For example, if your call flow just needs three options off a menu, this environment is overkill.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We are a gold partner for Genesys in EMEA [and] we have implemented Genesys Engage in many customers. Also, we are supporting these customers as well.
  • Well architectured.
  • Dynamic.
  • Has various solutions to your requirements.
  • Complex architecture
Genesys is well suited for medium to large scale customers. I recommend using Genesys, especially in digital channels as it's very powerful.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
The Genesys Engage modules are used in all areas of the Contact Center in NOS, from technical support, to collections, financial, commercial, churn.
It is used for self service as well as for the assisted services. It addresses the problem of integration of the customer information data among the different channels and the different teams and applications.
  • Call Routing - very reach set of features for call routing and attaching information to the calls.
  • Reporting - very powerful detailed reporting with good integration capabilities with the customer data warehouse and Big Data.
  • Self service - very good set of features for implementation of IVR flows with integration of customer databases and external services.
  • Reporting - usually the out-of-box reporting functionalities is weak for the more complex organization, therefore requiring a higher level of customization.
  • Outbound campaigns - some features of the outbound campaigns were not improved for a long time and the high availability solution has some faults.
  • Management complexity - the platform for big installations may get quite complex with several servers requiring a lot of management attention and a big technical team.
The Genesys Engage is very flexible and customizable platform, very adequate to complex and dynamic business areas where the reach set of features have a great added value and bring a lot of benefits. The reach set of SDKs and features is very useful for complex integration with the customer and external data.
This is not the best platform for small contact centers with simple or no integration requirements.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We are currently using Genesys Engage within our consumer services division. We will be expanding its use throughout the organization in the coming months. We are using Genesys Engage to improve customer engagement, reduce human-agent interaction, and reduce call handle time. Our existing interactive voice response (IVR) system is outdated, and this is primarily a modernization effort.
  • Routing
  • Third-party intergrations
  • AI
  • Audit logging
  • Systems support
  • Cloud support
Genesys Engage works well in complex scenarios with a variety of fulfillment systems. If you have a diverse customer base and/or product family, Genesys is a good solution. On-premise Engage is starting to go away, so be prepared to go to the cloud. If your IVR system is fairly simple, this will still work well but is rather expensive for those needs.
Score 9 out of 10
Vetted Review
Verified User
We use Genesys today to handle/distribute calls from more than 100 IVRs to a pool of 3000+ agents. We currently use DTMF only but we are planning to migrate to a speech enabled system soon. We also use Genesys Workforce Management for most of the agents which is a great asset to help them manage their staffing.
  • Workforce Management
  • Windows install & Linux install
  • Speech integration
  • License management
  • Reporting
I think Genesys Engage is well suited for enterprise installations where there are thousands of agents available. They have an on-prem capability as well as cloud. They work very well with traditional vXML IVR development.

An area I think Genesys Engage would not be suited is a small, <100 agents, call center.
September 28, 2020

Why Genesys Engage?

Jack Lin | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
ResellerIncentivized
CTBC is using Avaya PBX/AvayaIC/Avaya IR/CMS as a contact center platform and among different business units since 2008. The depart included Banking, Credit Care, Corporate banking, Risk management, Collection, Telemarketing, Branch supporting, Internal Help desk. They meet the requirements from the Financial Supervisory Commission. ROC needs to keep the core platform version updated. One thing impacted the decision as always: cost. If the upgrade for the Avaya platform costs 2 million (in USD) without a functional improvement, why would we go with that? Instead, we set up a team including IT personnel (application team, PBX team, voice team) and users (Banking) to investigate 2 things:
1. To form the new target to improve customer experience and enrich the core service in various ways as a digital transformation project. This canNOT be done using the existing platform, considering the impact of recent digitalization on the Banking environment. People are using apps/web more than going to the branch.
2. One unified platform to serve the entire CTBC group (and sub-companies). The management team just finds it is hard to share the technology or service because various platforms had been used among the group. This will be a good chance to see improvement through this change.

After a 2-year survey, they chose Genesys Engage as the platform for us and started a 2.5-year transformation project.
  • Omni channel routing, voice, 3rd-party chat, 3rd-party video, email are included.
  • Amazing Genesys Pulse reflects the current stats in real-time.
  • Open SIP standard helps CTBC during the COVID-19 pandemic.
  • Active call recording architecture free the contact center location.
  • Voice bot AI adoption in following integration, GVP doing well.
  • Need an experienced team member run the project.
  • To archive omni channel, you need to set up a team to design it.
Covid-19 truly has had an impact all around the world. At CTBC, we had to make a decision to prevent the entire call center staff from losing work. How to do that? Simple--by using Genesys Engage. In the old days, this would have been costly. We'd need to re-configure the Avaya PBX extension and could only consider limited locations. Now, it just takes overnight. The agent packs up their computer/IP phone after work and just went to the new building, found the desk, plugged in the network cable and power. DONE--without any cost. This makes the management team happy.

A less appropriate case would be where you need something simple. It's complicated. Genesys Engage really fits into the scrum method to roll out the service.
Score 9 out of 10
Vetted Review
Verified User
Genesys Engage is implemented by many of our customers. It is not used directly by our organization. It is used to cover the needs they have for their own clients, from information requests, to claims, through sales, delivery, and receipt of documentation, urgent situations, etc. That means that they have to be able to serve customers through the different means and possibilities that exist today.
  • Powerful: It can be used for very large organizations
  • Modular: Adaptable to different needs
  • Complex architecture: Some modules are made up of many components
  • Infrastructure requirements
  • High learning curve for the end user

Genesys Engage can do many things simultaneously and all well. It is very well suited to handle interactions through many different channels. It provides a centralized point for managing the resources of a contact center.

I consider it less appropriate for small companies. They do not normally have the resources of all kinds necessary to implement, use, manage, or maintain a solution like Genesys Engage.

February 14, 2020

Review from a 7-year user

Score 8 out of 10
Vetted Review
Verified User
Incentivized
Genesys Engage is being used across the entire UPMC HealthPlan call center. It helps create a great business user experience from the agent all the way to the end-user that needs their health care taken care of.
  • It creates a dynamic customer experience.
  • It reaches out to users in multiple platforms.
  • Customer support.
  • More opportunities to expand Genesys knowledge.
Genesys Engage is well suited for someone that really likes a customized system. Genesys has the ability to connect to a lot of different systems and interact with that data. It also has a lot of customized options within the system itself. I think Genesys could work on supporting the customer a little better. There have been instances where an issue pops up and the documentation to resolve the issue or find the resolution is nearly nonexistent.
Score 9 out of 10
Vetted Review
Verified User
  • Comfortable integration with other systems
    • This is important for the bank, as we work with different programs. Conveniently, the client card is automatically pulled up with full information from our software. Our employees no longer spend time searching for customer information outside.

  • Genesys Engage saves customers' time.
    • We do not ask unnecessary questions, as before when we used other solutions. We immediately see which version of our application clients use. The integration of generic answers that Genesys provides is very helpful. Now we can send files to clients. Conveniently, the history of correspondence can be opened in a separate window, rather than flipping through the entire dialogue.
  • Creation of a single voice of the bank in all channels
  • Omnichannel multi-site contact center with outbound campaigns
  • Ability of adding different dashboards to the screen
  • There is no way to initiate tickets to clients.
  • Consider PBX integrations for non-agent workplaces.
  • No ability to edit sent messages
  • In case of closing the browser, the ticket continues to be in the work of the employee. There is no possibility to redistribute it. The ticket returns to the queue automatically, after a while.
We do not ask unnecessary questions, as before when we used other solutions. We immediately see which version of our application clients use. The integration of generic answers that Genesys provides is very helpful. Now we can send files to clients. Conveniently, the history of correspondence can be opened in a separate window, rather than flipping through the entire dialogue.
Oren Zaguri | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Cal uses Genesys Engage as a contact center solution for its service center. We mostly use the routing strategies for voice calls and the Infomart solution for data analysis.
  • Data, data, data! The Infomart solution is our holistic data solution for the contact center. It tracks the interaction from A to Z and provides the organization with a complete view of its call center interactions.
  • Ease of use. It's so easy to develop, to configure, or just view the objects in the product.
  • Standard integration with WS, DB, and other third-party apps.
  • From recent versions, the real-time monitor is an up to date UI, with enhanced features to the classic engine of the stat server and ccpulse.
  • Pricing. Unfortunately, many of the areas that can be covered by a complete contact center solution were taken by small vendors and products, primarily because of the high prices.
  • Multimedia, social networks, desktop solutions, and even dialer & callback solutions are integrated into the main CTI environment in a way that makes it hard to analyze and sometimes reduces efficiency.
  • Callback and VHT solution. It's about time they provide a better solution for this, based on a clear product strategy and without the need to be a scientist to understand it and manage it properly.
  • Come to us more. I hardly see Genesys professionals in Israel.
I recommend Genesys to anyone who has a contact center with more than 300 seats and has complex requirements for the implementation, such as multi-channel or data-driven decision-makers. If the organization doesn't have an in-house IT department, then I probably wouldn't recommend Genesys as a contact center solution.
Sean Maddison | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Genesys Engage across almost 100% of our UK business. It addressed our end-of-life email system, fragmented telephony systems, and non-integrated chat & social solutions - and is key to driving future value through more automation of customer contact and use of intelligence. It also gives us a universal view of contact across all parts of our organization and helps us understand the whole business performance.
  • The Intelligent Automation product is very useful, it's allowed us to double our automation performance in the past year working with our existing integration points.
  • The attached data model is very useful for enhancing our core data set with contact info and provides a great view of performance.
  • The universal desktop product has helped us launch additional channels with a large number of advisors with minimal training overhead, once they'd been trained in one channel cross-skilling to others is easy.
  • Some of the products are only loosely integrated at the moment - causing us some common mistakes with things like typos between systems causing things to go wrong.
  • Some of the limitations in terms of licenses or ports feel arbitrary, and we don't have views available when we're reaching capacity limits in these areas.
  • We've used a third-party workforce management solution (NICE) which causes us some complexity! your third party integration could be better in some cases, although I understand the commercial reasons for favoring your own offering.
A large-scale, company-wide migration was necessary for our business but it was, relatively speaking, painless. Almost all projects of that scale fail hard here, or drag on for years. The professional services support, product set and support we had helped us get through a huge migration on time, on a budget more or less and with a fully functional solution at the end of it. GIA was a fantastic replacement for our legacy IVR systems and is miles easier to use than our old products.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Genesys Engage is being used for:

Collection: With around 1000 agents, doing different campaigns from early, medium and late delinquency, using a predictive dialing majority.
Marketing: Advertising products, telling our customers that they have a credit line available and that their credit line has been authorized.
Sales: Helping customers finish their online sales.

The primary problem that we have is controlling the dialing ratio between our different services, sometimes we over-dial, making the platform crash, but we are able to get it back up and running very quickly.
Another issue we have is the correct use for the call treatments, to use them correctly and be able to dial all the phones we put into our database.
  • It is easy to create a campaign, configure it, and put it in production.
  • Through CCPulse, it is easy to follow the campaign statistics and be able to make changes to our strategies.
  • We are able to know all of our KPI, with detail of every interaction of every campaign.
  • Make it easier to create CCPulse dashboards.
  • Easier integration between InfoMart and an external BI.
  • Better integration with in house CRM.
The predictive dialer is very useful for larger campaigns, making it easier to create different strategies. You are able to have different campaigns at the same time using agent skills and share dialing, which have been able to increase the agent productivity and dialing performance having better database coverage. With speech analytics you are able to review every call you have, so you are sure that every agent is doing the correct dialog and that they are maintaining the customer experience that your company is looking for.
Steve Bagdanovich | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Genesys Engage products to manage leads coming into and going out of our contact center. Genesys is the heart and soul of our contact center. We manage all interaction types from voice to SMS and everything in between. Genesys Engage is a central location to all of the deployment guides and knowledgebase articles that we use every day. We are able to become a managed service provider and utilize everything from Automatic Call Distribution, Intelligent Call Routing to automated Intelligent Workload Distribution (IWD). Our agents save countless hours a week utilizing outbound features like Click to Dail. Integration between our SRM (Salesforce) and Genesys tools are seamless.
  • Integration with SRM
  • Dialing tools
  • Handling different interaction types simultaneously
  • Genesys needs to pick up the pace with application upgrades. We see more and more issues with Genesys applications falling behind the operating systems versions. We need more apps to be ready for the latest server OC models. There is a lag.
  • There seems to be constant unrest with the management application platform, CME, SCI, Genesys administrator, GAX, then GAX plugins, then a move away from plugins. We would like one stable management platform that encompasses ALL aspects of management within the contact center.
  • Real-time reporting deficiencies with Genesys pulse web. this application cannot live up to CCPulse with respect to flexibility of views. Pulse web was a plugin now it's not a plugin any longer. constant movement, we finally get pulse web plugin onto production, 6 months later these something supposedly better.
Genesys contact center suite is super powerful and can do anything a medium or lager contact needs however the cost is tremendous. It would not be feasible for smaller businesses. It would be nice to see a smaller suite of apps that would accommodate small to medium contact centers.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I am a consultant for Genesys Engage. The several clients we have worked with, uses Genesys through the organization or in different stages of consolidation towards Genesys.
  • Robust platform and support
  • Premise and Cloud - scalable
  • Recent integration with AI / hybrid solution are a good sell with several clients reluctant to move to Genesys Cloud
  • PureEngage - possible AI integration on premise? many clients want to integrate with AI but have limited on-prem options
  • Tighter integration with Amazon / Google AI
Genesys Engage is robust for large-sized multi-channel contact centers. Being the long-running Genesys platform, many of the clients are still skeptical about the cloud offering and would like to continue with the existing setup. Losing areas: Apart from Genesys Engage Cloud - on-premise is not ideal for small/mid sized contact centers. Clients prefer SaaS offering and specifically Amazon connect or Twilio because of the licensing cost. The licensing cost has to be factored in for small/mid sized contact centers.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
My company offers the services of Genesys Engage to other companies. We provide consulting, development and support services related to Genesys Engage. Through Genesys we help companies to establish a better relationship and service with their clients. We also help companies to better manage their resources by offering tools that show data and statistics that allow them to develop their business.
  • This is an omni-channel solution, you can cover all interaction channels such as voice, email and chat. This can also be integrated for social media to interact with customers.
  • The solution is extremely capable of handling any type of failure due to the best redundancy methods if configured correctly. Intelligent call routing and feature list in this configuration is the best in the industry at the moment.
  • WFM Solution is the most efficient tool for scheduling, forecasting and reporting of contact centers. No extra third-party components are needed for integration.
  • The documentation and help on the support website is great. You can solve your doubts by means of the support tools or by opening a case to the specialized Genesys technicians. Your answers are always fast and precise.
  • You can also find related cases that are very helpful.
  • When creating similar or consecutive objects, it would be good if they could be created [en masse]. For technicians it would be a way to save time and customers would appreciate it.
  • Reporting falls short, in the Interactive Insights. In creating your data universe, you will need to enhance metrics with user-created formulas, based upon how your organization measures success.
  • It would be nice to be able to manage all the solutions or applications (SCI, OCM, CME, GAX) from a single application. There is the Genesys Administrator, but it does not get to be as good as the Interaction Administrator of Genesys Pure Connect, for example.
Genesys Engage is very easy to integrate with other CTI applications, switchboards, IVRs, Reporting, recorders, webservices ...
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
  • 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.
  • 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.

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.
Juan Diego Ochoa Cabrera | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We are gold partners of Genesys in Argentina and we use Genesys Engage across our organization. We have three departments - professional services, support, and sales. We have twelve accounts with Genesys Engage currently. I'm working with six consultants in our sales department, all who are certified in different solutions (I have the Genesys eServices 8 certification).
  • Provide information about HUB issues that help us to avoid problems.
  • Quick response from customer care.
  • Very good documentation.
  • Constantly releasing updates with fixes of the product.
  • More Spanish speaking consultants.
  • The ENL of the product must be announced to all the customers.
  • Better documentation page; with the last update, some pages come up as not found or that they don't exist.
Some critical cases are not taken with the "critical" impact. Sometimes we need to call a few times to have a consultant provided on the case. Once that consultant is connected to the platform, the support is amazing. They stay with us until the issue is resolved. I don´t know if exist a "Guard Support" to open critical cases instead.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We are using the Genesys Engage platform in our contact center division. This platform is being used to connect to our clients for any Client Support and even for targeting new prospects. This is integrated with our CRM solution. This tool gives a complete view of our customer interaction via voice, email, or chat, and hence is a 360-degree view of our customer touchpoints.
  • Genesys Engage is a very strong CX platform to connect to clients on Voice. It provides a single platform to manage all your interactions.
  • Genesys Engage gives you OmniChannel features and is an open platform to connect to all kinds of new age ChatBots and Voice Bots.
  • It works very well in a Hybrid Environment and integrates well with Enterprise applications.
  • Genesys Engage is quite open to changes in terms of Customization, which can lead to setting up complex environments which are a bit difficult to change.
  • Genesys Engage is feature rich, but needs a lot of Server Footprint to run the show.
  • Genesys Engage has its own voice recording, which may not be extended to other platforms.
Genesys Engage is well suited for an enterprise with a feature-rich requirement for a CX solution for their client engagement. This is scalable to handle any volume of interactions on Voice, Chat, Email etc. and hence is for enterprises. This is also very feature-rich and hence a bit costlier than other options from Genesys.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Genesys Engage has allowed us to consolidate multiple telephony solutions into a single, in-house solution. This provides our organization with a better level of visibility and agility, and our agents and customers with a better user experience.
  • Real-time performance views
  • Contact information provided to agent - agent and customer experience
  • System up-time
  • Historical reporting - can be difficult to navigate or integrate with other reporting software
  • QA tool does not allow for entry of coaching details
  • Voice recognition calibration is poor
Genesys Engage has provided us with a single, consistent and reliable telephony platform solution.
Nikolaos Thermogiannis | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
  • 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
  • There should be more practical examples of how to use their functionalities.
  • Licenses price.
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.
Suresh K.S Kumar | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I have been working with Genesys for almost 11 years now. Genesys Engage solution is a proven and efficient customer relationship management platform. Its ability to integrate with other solutions is impeccable. We once developed a routing recommendation engine using other Genesys APIs to make use of the historical statistics of the agent and customer to a perfect matching. The custom-developed application is based on some metrics and calculations and arrives at a number which again is derived from how soon the agent is going to available or how efficiently the agent is going to handle is this customer. The ability to deploy such complex solution was amazing. It would not have been possible without Genesys Engage solutions.
  • VHT as a stand alone model can be easily plugged into to the current call routing with minimal changes and it works like charm.
  • Platform SDKs are a powerful tool that help integrate with other third party solutions or to build custom made applications.
  • The whole routing solution is amazing . With user friendly composer, you have the option of building both VRUs and routing strategies. And, they are very easy to deploy.
  • The level of details for report customization is another strong point.
  • Complexity : Highly skilled engineers are required to deploy the solution.
  • Troubleshooting with logs is still a pain. Its more of a recommendation to Genesys to come with some software that makes log retrieval easier.
  • Very expensive.
In case you want to come up with a custom solution or an application, Genesys SDKs provides you with 360-degree interoperability. You name it and I think we can make happen with the power SDKs provided by Genesys. Plus, the scalability of the applications is very high. Genesys Engage is such a powerful solution, I don't think they are less appropriate anywhere.
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