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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.
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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 32)

Genesys PE : Simply best

Rating: 8 out of 10
Incentivized
April 01, 2022
Verified User
Consultant in Information Technology
Information Technology and Services Company, 10,001+ employees
Vetted Review
Verified User
Genesys Multicloud CX (discontinued)
6 years of experience
Use Cases and Deployment Scope
Genesys PureEngage is used by our organization to support our in house contact center, which supports our customer using different channels like voice , chat , social media , email, etc.

It is used by our Marketing Dept. for outbound calling, the customer care department for handling inbound calls, and queries raised via social media.

We are now looking forward to integrating Voice assistance and chatbot functionality with Genesys .
Pros
  • We have integrated our Mobile Banking App to Genesys using its GMS solution so customers can now see real time statistics / waiting time to reach the call center agents for their specific query
  • We are now also working on Genesys Bot Gateway to integrate the chat bot application with Genesys, so agents can handle the chats that are not handled by chatbots. This can build an extra strong FAQ in our database
Cons
  • WorkForce management and its use via Mobile banking App.
  • Simplified call routing
Likelihood to Recommend
Best contact center product for routing. Seamless integration with third party vendors like Nuance , Avaya , NICE, etc. GIR is not very suitable for recording, though, in comparison with NICE and Verint

An Unconventional Review

Rating: 6 out of 10
Incentivized
January 23, 2019
Verified User
Engineer in Information Technology
Outsourcing/Offshoring Company, 5001-10,000 employees
Vetted Review
Verified User
Genesys Multicloud CX (discontinued)
1 year of experience
Use Cases and Deployment Scope

Genesys Engage is the telephony system of our company across the globe. We have this global set up which is multi-host, multi-site, single environment and single tenant. I would say this platform is quite complex because each and every component depends on each other and in fact, there are so many third-party services/software needed in order to fulfill such configuration/setup. In business, it may have some problems if there's a disturbance, an issue within the environment.


Pros
  • Innovative
  • Scalable
  • Development
  • Flexibility
Cons
  • Many applications must be use to create, program or monitor a particular function.
  • Not a user-friendly platform.
  • There's a lot of requirements you need to troubleshoot a certain issue in any channels.
Likelihood to Recommend

Pros: Genesys Engage can satisfy the needs of the client in business. As I mentioned, it is very innovative in many aspects. They can expand or improve beyond what they really need and offer a solution wherein you recommend a better idea about setting this. Cons: After you have implemented a certain setup in this platform, you will struggle later on troubleshooting or fixing an issue or a problem.


Genesys - strongly advice

Rating: 9 out of 10
October 17, 2018
EB
Ertugrul Bayrakci
Software Development Leader (Group Manager)
TEB (Banking, 10,001+ employees)
Vetted Review
Verified User
Genesys Multicloud CX (discontinued)
15 years of experience
View profile
Use Cases and Deployment Scope
We are using Genesys Engage solutions in all parts of our organization (contact center, branches, complaint management teams, collection teams, support teams etc). All customer interactions (inbound or outbound) via voice and chat are processed on this solution.
Pros
  • As an all in one solution, the whole parts of Genesys Engage solutions work together excellent. They also very good integrastion with third-party products.
  • Reporting of all components is well structured and well designed. Also management of dashboards/applications is very easy.
  • Installing, managing, and troubleshooting of environment is easy.
Cons
  • Genesys PueEngare solutions have to come with video-chat ability. Of course, some good third-party solutions can be implemented but we [think] that this part should be a Genesys product.
  • The web version of Genesys Agent Desktop or a toolbar with the same functionality should be developed. Nearly all enterprise applications are developed as a web application.
  • Genesys App Automation Platform (GAAP) solution have to support native mobile SDKs, both IOS and Android platforms.
Likelihood to Recommend
Genesys Engage has good resource management. Both contact center and branch resources can be managed as one system. Our contact center and branches can easily transfer customer calls to each other with business and customer data.

PureEngage Review

Rating: 7 out of 10
July 27, 2018
RP
Rui Palma
Solution Architect
CGD (Banking, 10,001+ employees)
Vetted Review
Verified User
Genesys Multicloud CX (discontinued)
10 years of experience
View profile
Use Cases and Deployment Scope
Genesys Engage, is used by all our Customer Service Departments, Contact Center, Outbound Campaigns and Customer Management.
Pros
  • Routing
  • OmniChannel Desktop
  • Reporting
Cons
  • Technical documentation for the solution
  • Workforce management
Likelihood to Recommend
Great for complex routing scenarios

Why do Sales with Genesys Engage

Rating: 10 out of 10
Incentivized
August 06, 2019
Use Cases and Deployment Scope
We integrated it with our customers, they found in Genesys a powerful tool to accomplish the needs in the customer service, sales, or collection. Genesys can be deployed in all kinds of organizations. Flexibility with no technical limitations to integrate with third-party software is one of the key values of the Genesys Engage suite as well as the best practices and experience.
Pros
  • Business cases
  • Third party integration tools
  • Customer experience oriented solution
  • Proved how Genesys can save money
Cons
  • Maturity of some features before releasing to the market and/or partners
  • EOL features to be replaced at customer or partner cost
  • Relationship between Genesys areas or departments (care, professional services, sales, c-level)
Likelihood to Recommend
Well suited to engage in a technical or business complexity scenarios, especially at telcos, banks, retailers or any company with a lot of end-users who need self-service and personal customer experience. Less appropriate for small businesses or companies with no technical capabilities or companies who need an all in one, pre-built contact center suite.
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