Overview
What is Genesys Multicloud CX (discontinued)?
Genesys Multicloud CX (formerly Genesys Engage, or PureEngage) is the Genesys customer engagement platform for enterprises. It is designed to be flexible for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations.
Sad the Genesys Engage is going to be Discontinued
My review of Genesys Multicloud CX
Working as a Support Analyst Consultant of Cloud CX since a year and a half
Genesys Multicloud CX
Basic needs fulfilled and easy to use
Genesys by Know How SA a partner from Paraguay
Genesys Multicloud CX - Beyond the Cloud
Genesys for Sales
Muli-Cloud deployment a step in the right direction
Genesys Multicloud CX solution
Learnings of moving to Genesys Multicloud CX
New to Genesys, but liking it
If you want the best, there is really only one option.
Genesys Multicloud CX at Work
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Interactive voice response (106)9.999%
- Warm transfer (105)9.898%
- Agent dashboard (109)9.797%
- Multichannel integration (105)9.696%
Reviewer Pros & Cons
Pricing
What is Genesys Multicloud CX (discontinued)?
Genesys Multicloud CX (formerly Genesys Engage, or PureEngage) is the Genesys customer engagement platform for enterprises. It is designed to be flexible for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations.
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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.
Features
Contact Center Software
Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.
- 9.7Agent dashboard(109) Ratings
Enables agents to track and view their individual and team performance.
- 9.8Validate callers(96) Ratings
Authenticates inbound callers with a customer ID.
- 9.1Outbound response(99) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 8.3Call forwarding(89) Ratings
Forwarding of calls to the appropriate agents.
- 9.1Click-to-call (CTC)(83) Ratings
Allows one-click calling for agents.
- 9.8Warm transfer(105) Ratings
Allows current agent to speak with new agent before call is transferred.
- 9.3Predictive dialing(81) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 9.9Interactive voice response(106) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 9.8REST APIs(99) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 8.9Call scripts(75) Ratings
Providing agents with a predefined conversation script.
- 9.8Call tracking(103) Ratings
Enables agents and managers to see the origin of the call.
- 9.6Multichannel integration(105) Ratings
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
- 5.4CRM software integration(99) Ratings
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
- 9Inbound call routing(100) Ratings
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 9.8Omnichannel inbound routing(92) Ratings
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 9Recording(80) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 8.3Quality management(80) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 8.2Call analytics(88) Ratings
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
- 9.8Historical reporting(103) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 8.9Live reporting(100) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 6.8Customer surveys(64) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 7.3Customer interaction analytics(73) Ratings
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is Genesys Multicloud CX (discontinued)?
Genesys Multicloud CX (formerly Genesys Engage) aims to help users manage both the customer and employee experience, across all channels, with the power of Artificial Intelligence and Machine Learning. Users can integrate their systems, which the vendor says can help organizations leverage their existing investments. The goal is to unify all customer-engaging teams—from marketing and sales through service and support--so that customers and employees have a smoother journey.
The vendor promises Genesys Multicloud CX (formerly Genesys Engage) is easy to use. It is designed enable rapid deployment, easy configuration and administration. Organizations can turn on new applications and services when needed.
Genesys Multicloud CX (formerly Genesys Engage) offers flexible deployment options. Businesses can choose their consumption model—cloud, on-premises subscription or perpetual on-premises licensing. The system also offers extensive customizability through open APIs and web standards. The vendor says users can extend capabilities to deliver operational efficiencies and a superior customer experience company-wide.
Genesys Multicloud CX (discontinued) Features
Contact Center Software Features
- Supported: Agent dashboard
- Supported: Validate callers
- Supported: Outbound response
- Supported: Call forwarding
- Supported: Click-to-call (CTC)
- Supported: Warm transfer
- Supported: Predictive dialing
- Supported: Interactive voice response
- Supported: REST APIs
- Supported: Call scripts
- Supported: Call tracking
- Supported: Multichannel integration
- Supported: CRM software integration
- Supported: Automatic speech recognition (ASR)
- Supported: Natural language processing for IVR
- Supported: Communications forecasting
Workforce Optimization (WFO) Features
- Supported: Inbound call routing
- Supported: Omnichannel inbound routing
- Supported: Recording
- Supported: Quality management
- Supported: Call analytics
- Supported: Historical reporting
- Supported: Live reporting
- Supported: Customer surveys
- Supported: Customer interaction analytics
Omnichannel support Features
- Supported: Email
- Supported: Voice (phone)
- Supported: VoIP
- Supported: SMS/Text
- Supported: Video channel
- Supported: Live chat channel
- Supported: Co-browse
- Supported: Screen-share
- Supported: Social media channels
- Supported: Mobile applications
Predictive Analytics Features
- Supported: Intelligent call routing
- Supported: Chatbots
- Supported: AI assistance for live agents
Additional Features
- Supported: Voice Routing
- Supported: Web Chat
- Supported: Email Response
- Supported: SMS
- Supported: Predictive Web Engagement
- Supported: Work Item Prioritization and Routing (iWD)
- Supported: Skills DNA for skills assessment and analysis
Genesys Multicloud CX (discontinued) Screenshots
Genesys Multicloud CX (discontinued) Video
Genesys Multicloud CX (discontinued) Integrations
- Salesforce Sales Cloud
- SAP
- Oracle
Genesys Multicloud CX (discontinued) Competitors
Genesys Multicloud CX (discontinued) Technical Details
Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Windows, Linux |
Mobile Application | Apple iOS, Android, Custom Push Service |
Frequently Asked Questions
Comparisons
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Reviews and Ratings
(343)Attribute Ratings
- 8Likelihood to Renew26 ratings
- 8Availability4 ratings
- 7.1Performance4 ratings
- 6.9Usability18 ratings
- 8.7Support Rating21 ratings
- 7.3Online Training2 ratings
- 8.1In-Person Training3 ratings
- 3.8Implementation Rating11 ratings
- 6.5Configurability3 ratings
- 7.3Product Scalability4 ratings
- 2.2Ease of integration4 ratings
- 7.3Vendor pre-sale2 ratings
- 7.3Vendor post-sale2 ratings
Reviews
(1-25 of 49)Learnings of moving to Genesys Multicloud CX
- 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
Genesys Multicloud CX at Work
- 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
Yes, Genesys Can
- 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.
Genesys Multicloud CX is what you need for your Contact Center!
- 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.
Big and complicated for big and complicated companies
- 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.
Adoring Genesys Engage (Digital)
- Well architectured.
- Dynamic.
- Has various solutions to your requirements.
- Complex architecture
A good solution for complex problems
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.
This is not the best platform for small contact centers with simple or no integration requirements.
Genesys PE Cloud lives up to the hype
- Routing
- Third-party intergrations
- AI
- Audit logging
- Systems support
- Cloud support
Genesys is the large call center's best friend
- Workforce Management
- Windows install & Linux install
- Speech integration
- License management
- Reporting
An area I think Genesys Engage would not be suited is a small, <100 agents, call center.
Why Genesys Engage?
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.
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.
Great product for better interaction handling
- 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.
Review from a 7-year user
- It creates a dynamic customer experience.
- It reaches out to users in multiple platforms.
- Customer support.
- More opportunities to expand Genesys knowledge.
The best integration you could ever dream of.
- 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.
Genesys PureEngage - My point of view.
- 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.
5 stars, would invest again!
- 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.
You won't regret using PureEngage
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.
My Genesys PureEngage Review
- 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 PureEngage viewpoint
- 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
- 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.
PureEngage, big boss of contact centers
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.
Client engagement from the comfort of your couch
- 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.
PureEngage - Complete CX platform
- 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.
- 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 PureEngage: The leader of Contact Centers
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.
Why PureEngage Remains A Market Leader
- 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.