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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

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.

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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 8.4

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...
 Show More

Genesys Multicloud CX (discontinued) Integrations

Genesys Multicloud CX (discontinued) Competitors

Genesys Multicloud CX (discontinued) Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows, Linux
Mobile ApplicationApple iOS, Android, Custom Push Service

Frequently Asked Questions

Genesys Multicloud CX (formerly Genesys Engage, or PureEngage) is the Genesys customer engagement platform for enterprises. It is designed to be flexible for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations.

Avaya IP Office, NICE CXone, 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 32)
Companies can't remove reviews or game the system. Here's why
Pablo Gómez Ojeda | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
The company I work for is a Genesys partner. We sell Genesys, implement it, and give support for other companies.
  • With Genesys, you can have highly personalized interactive voice response menus.
  • Highly personalized routing strategies for call to meet any customer expectation.
  • Several different interactions can be managed by just one agent at one desktop.
  • You can track your contact center activity with reports and recordings.
  • Use AI to handle Interactions from several sources. Built once implement in every channel
  • There could be an option to have all components from Genesys Cloud on third party cloud service or even in customers site infrastructure or at least some Hybrid model should still persist after engage on premise end of life.
Genesys Engage is well suited for large contact centers - maybe could be expensive for a small one.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We are nearing the end of a project to integrate the ACD with our CRM and deploy it to agents at three call centers.
  • Stability - as long as we have the hardware to run it.
  • I like the chat bot and voice bot functionality that I was able to configure rather easily.
  • I have heard from some of our developers that data integration is difficult. We have spent a lot of time developing services for that data transfer.
It is a large, enterprise-grade phone system. Customization of client experiences is a strength of the IVR. Prior to our IVR implementation, we had to do custom code for each client.
eugene thai | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Genesys Engage is being used by the majority of the organization to deliver omnichannel experience to TELUS customers.
  • Interaction Routing capabilities is second to none
  • Open flexible integration available APIs
  • Support department is stellar
  • Genesys Engage has a solution for the entire contact center ecosystem starting from routing, reporting thru to workforce optimization.
  • Better documentation
  • Conversation Manager product should have ready to use solution blueprints segmented by verticals for ease of implementation
  • Historical analytic products could be improved and refreshed
  • Better support for open source products if used as part of a product offering. IE Elasticsearch, Cassandra etc.
Suited for big organization that has different user groups with different integration demands
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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 .
  • 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
  • WorkForce management and its use via Mobile banking App.
  • Simplified call routing
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
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 8 out of 10
Vetted Review
ResellerIncentivized
We use Genesys Engage for our customers to easily integrate their current backoffice systems with their customer contact center.
  • Integration with 3rd party products
  • Flexibility of creating specific customer journeys
  • Integration with the current PABX system as so to not create too much confusion for end-users
  • More intuitive routing design tools
Creating custom integrations with applications already used within the organization.
It is less suited when used in a straighforward organization without need for specific integrations and if there is no PABX present and PABX functionality is required.
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.
Igor Korotovskikh | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
ResellerIncentivized
We use multi-tenant Genesys Engage to provide our customers with the Contact Center as a service. Also the same platform is used internally across the entire organization to service our customers' requests. It allows our customers to contact sales and support departments via e-mail, voice and chat. Customer interactions are routed to the right persons and logged/recorded which allows managers to estimate the service quality and take appropriate actions.
  • Rather robust and mature SIP stack allows simple integrations with telephone infrastructure.
  • Powerful and flexible outbound engine.
  • Allows voice, e-mail, chat, SMS interaction to be handled similar way with the unified metadata attached to those interaction allows to identify customer interaction history and thus better serve requests.
  • CCPulse out of the box reporting application fits to the common CC business use cases with not so much customization which can be achieved without programming.
  • Good API interface allows 3rd party integrations if necessary.
  • Powerful routing engine.
  • PBX capabilities (numbering plans, provisioning, centralized phones control, etc.) are not so good.
  • Recording architecture can be better.
  • Too open architecture sometimes makes supporting more difficult as customer has to apply to different vendors to support different CC subsystems (e.g. Microsoft/Oracle for DB support, HP for hardware, etc.).
Good for large Contact Centers especially when different communication channels and (or) outbound dialing is required. Good for the Contact Centers which have to be integrated to 3rd party applications. Not suited for smaller organizations when only voice is enough or companies with small IT departments as it requires special trained support staff.
January 28, 2020

CX is Genesys PureEngage

Serdar KAYA | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Previously, we were using IN-IN call center technology in our call center, but we have moved and use Genesys Engage. The reason for this change was a refreshment on IVR and routing ability. We got really good customer feedback after the switch.
  • I like the product that's why we have changed from IN-IN (former name of Genesys Connect) to Genesys Engage.
  • The services we're taking from the vendor is also satisfying.
  • Genesys Support is also good.
  • Genesys support side took some time to solve issues, maybe it can be improved.
  • Other than this, real-time reporting should be improved as well, CCPulse or Pulse isn't efficient for us.
  • License price
Previously, we were using IN-IN call center technology. After that, we moved and began to use Genesys Engage. This is a big leap for us. The reason for this change was a refreshment on our IVR and routing ability. We got really good customer feedback after this change.
Farouq Mousa | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I am working at Jawwal; the leading mobile operator in Palestine. We are using Genesys Engage to receive inbound calls from our subscribers to enable them to manage their self-service without making any need to call agents or visit the company showrooms. Currently the Genesys Engage platform is used by Integrations and Development Department and also by the customer Care Department to enhance the customer experience and improve the customer satisfaction. Previously, we were using Alcatel Lucent platform as IVR channel, but the problem that the time to market was too much. Also there were many operations on the system.
  • It is a mature enough solution that can satisfy most well-known requirements for voice self-service
  • It is a cost-effective IVR platform that will for sure satisfy your business specific requirements
  • It is using modern based technologies of web based architecture but with voice platform
  • Genesys platform is powerful, high available and fault tolerance as it consists of decoupled software components that constitute a robust voice processing platform.
  • I think creating an integrated service that helps implementing TTS and ASR functionality from Genesys them selves will be a great feature. Currently the integration of Genesys Voice Platform with third-parties of TTS and ASR engines is difficult as I think. We face some difficulties when we implemented it.
  • In the Arab region, specifically the Middle East region; there is a need to be able to create new and custom grammars for Arabic language ... this will be a great feature that helps Arabic community who are using Genesys platform with Genesys Composer.
  • As Genesys Administrator is a web-based GUI to manage, create and monitor Genesys applications and solutions. It will be very good to add a new screen/tab for GA to manage the prompts replacement and versioning of live IVR applications, and another one to manage IVR applications versions and history.
Well suited examples:
Large and enterprise environments like telecom operators and Government self service departments.

Less appropriate examples:
Small businesses with low calls rate.
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.
September 16, 2019

GenesysPureEngage Rules

Gennaro Montanino | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Genesys Engage is used in the whole organization. All contact center users manage the customer journey from AXA customers via Genesys Engage. More and more departments ask to onboard on Genesys platform to benefit from the features it provides. The business needs are addressed simply because the possibilities you have with Genesys Engage are really a lot. We use Genesys for inbound, outbound and workload distribution.
  • Possibilities to integrate with a legacy system are easy
  • You can customize the routing strategy in a lot of ways
  • Stability
  • User Interface: Genesys Administrator is an old platform and is not user-friendly for configuration.
  • Outbound is missing a lot of basic features and campaign administration is too complex for a business user.
  • Sometimes Genesys is linked to third-party software that is not always stable.
Well suited:
1) Customer journey and contextual routing
2) Integration with a legacy system

Less appropriate:
1) Outbound
2) User administration
Patricio Caceres | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
ResellerIncentivized
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.
  • Business cases
  • Third party integration tools
  • Customer experience oriented solution
  • Proved how Genesys can save money
  • 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)
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Genesys is replacing our home-grown call routing software. Currently being used by a single department within Willis Towers Watson, but being looked at as potential pilot for other business lines. Genesys provides strong business data integration for call routing logic, configuration management, and interaction recording management.
  • Data integration - Flexible SDKs/APIs
  • High Availabiliy and Redundancy of components.
  • Configuration management is clean and simple to follow.
  • Difficult to build complete end-to-end automation of deployment.
  • Genesys Framework Alerting functionality is flexible, but overly complicated to manage. Needs ability to mass deploy alerts.
  • SIP server feature functionality feels limited and requires using router to build in what in many switches are basic functions.
Genesys excels in business where data-driven routing is where the need for a very scalable and highly available design is required. Genesys Engage isn't suited well for small business deployment. It's not suited well for companies with smaller budgets. For companies seeking to do CI/CD, Genesys has improvements to make in availability to wipe and deploy entire environments and more tightly integrate with open source tools like Git, Jenkins, etc. Current partners for these types of tool are another money sink where Genesys itself is already pretty expensive.
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 ...
April 06, 2019

Simple and brilliant

Score 7 out of 10
Vetted Review
Verified User
Incentivized
Genesys Engage is being used across whole organization, distributed across 4 different countries and several different departments with 3500+ seats and all the channels offered by Genesys. We recommend the solution because we are a banking and finance providing company, and Genesys Engage enables us to run Genesys within our own premises on our own terms and conditions through our compliency strategy.
  • Compliant with finance market regulations
  • Multichannel enabled with different flavours
  • Support for integration with other platforms
  • Huge echo system around
  • Sip endpoint based environment using Sip proxy
  • Gem solution more American then European
  • Including more social media based support like WhatsApp
Especially finance and banking industry with 2000+ seats. Customer data regulations and compliance are big requirements which can be achieved by running Genesys Engage.
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.
Chirag Sachdeva | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
The application provides hardware flexibility and almost any kinds of customization is possible in Genesys as per customer need.
  • IVR customization and modification is more flexible.
  • Routing parameter is end-user friendly.
  • Integration with 3rd party applications I.e Twitter, Facebook, WhatsApp.
  • Difficult to find training materials.
  • A skilled user has been difficult to find.
  • Audit functionality could be improved as it is not simple for the end user.
Enterprise level contact center.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Enterprise contact center platform that manages and delivers voice calls, E-mail, and chat connectivity.
The platform is designed to handle current demand and predicted demand throughout the lifetime, and be scalable to facilitate expansion both in terms of volume usage and functionality. It's built as a multi-tenant platform.
Below are some key features:
1. The Speechstorm customer journey module helped to analyze the customer experience on IVR. Based on results, actions were taken to delight the customer with more self options to answer the queries and personalize IVR options based on selections done in the past.
2. Last Agent routing enabled faster resolution of queries as the customer doesn't have to explain the problem again, which in turn decreased the AHT.
  • Routing Capabilities. Complex Routing Techniques like Intersite routing, Last Agent Routing etc.
  • Integration with Third Party services (APIs, TIBCO etc). SDKs for Stat Server and integration with other products like Verint.
  • WFM Solution is the most efficient tool for the scheduling, forecasting, and reporting of the contact center. No extra third-party components were needed for integration.
  • SpeechStorm IVR call flows and Customer Journey. The self-service analytics made by using Speechstorm reports.
  • Discontinuation of old school tools like CME, SCI, OCM etc. Genesys should continue their research on the old school products which were more comfortable and user-friendly to work with.
  • Genesys should introduce more in-house troubleshooting tools like Kazimir. There should be improvements to SIP log Visualiser.
  • Genesys' offered Workspace Desktop Client should be less sensitive to network Packet Drops. Genesys should make thick client applications deployed via a standard method like clicking on Install only.
For any organization looking for an Omni-channel solution, Genesys Engage can cover all the interactions channels like Voice, Email, and Chat. This can be also integrated for Social Media to interact with customers. The E-services module comes with great features like Multiple media channels serviced by a single agent on WDE, Auto-reply customization, and using HTML for adding signatures etc. High Availability and Business Continuity solutions provide 24-7 availability due to the high up-time of solutions to service customers.
This solution also has WDE deployment which is an interface of the agent to handle interactions. This needs more focus as it is not very stable at this moment, or it may be deployment issues in our environment. The Network connects components needs more logging, as many times it gets difficult to find the root cause between network or Application.

January 23, 2019

An Unconventional Review

Score 6 out of 10
Vetted Review
Verified User
Incentivized

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.


  • Innovative
  • Scalable
  • Development
  • Flexibility
  • 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.

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.


Score 10 out of 10
Vetted Review
ResellerIncentivized
As a Genesys Engage partner, we walk the road to success with our customers. We resell, plan, implement, support and maintain Genesys Engage solutions for our customers.

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

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

To have the benefits of Genesys Engage, you should build a dedicated team. Also, you should invest in Genesys University training for a faster learning curve and greater results.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Genesys Engage has been implemented and deployed as our sole tool for handling the customer omni-channel experience for the whole organization. Its main purpose is to support the customer across a few different channels of communication. It is mainly used for prioritizing and distributing calls, emails and social media, while also having it integrated with Salesforce. It's the only tool in the organization for the above-mentioned purposes.
  • IVR capabilities are well aligned and the functionality is complex, yet super effective to use and integrate.
  • Amazing capabilities for voice channels, and not just media channels.
  • Integration with third-party platforms is easy to carry out and works well and as expected.
  • Extensive reporting tools make it easy to focus more on the customer experience enhancements.
  • Real-time reporting can be improved in certain areas. Sometimes there is a mismatch between the real-time and historical data (maybe due to the system data refreshing as you view them).
  • Some of the support documentation lacks integrity. It seems like different teams worked on the documentation, thus, it's not consistent in some places. Would be good to have it reviewed.
  • Would be good to have a functional video-chat ability.
If you are looking for an all-in-one solution, Genesys Engage might be the right platform. However, due to its steep learning curve, you might need to invest some time and money to fully understand the functionality. What's more, if you are intending to have a customer service platform that is also well integrated with existing systems, this might be a good go, as the integrations are quite easy-to-use and manage with Genesys. Last but not least, the main scenario where this can be used is if you intend to build a media contact center that will evolve with your growing business, Genesys Engage might be a suitable solution. However, it's still advised to research its adaptability to your business needs before jumping in.
Score 9 out of 10
Vetted Review
Verified User
Genesys Engage is being used by Contact Center to support our clients to get the best way to solve their problems or questions about our products. With Genesys, we improve the internal operations controls and reduce operational costs. Our staff areas uses Genesys Engage too, they need to make fast decisions and Genesys online reports helps them very much.
  • Routing - deliver the client interaction to the right attendant.
  • Proactive - call to clients and transfer them to an intelligent IVR that can solve problems and offer new products.
  • IVR - provides personalized experiences with our CRM integration.
  • we were able to organize and prioritize the back office tasks and obtain reliable metrics through the use of IWD.
  • WFM with intervals of 10 minutes
  • We really liked to use Kate but is very difficult to use new Genesys products in Brazil because our Genesys partner doesn't have to know how to implement it. With Genesys Brazil support I hope that we can implement it.
  • I, as a Genesys client, would like to get access to Genesys Care portal.

For us Genesys Engage is very helpful in management customer contacts across multiple channels directing the client to the correct agent according to the desired solicitation. We improved the client journey with Genesys and we can see that in our NPS survey results.

We still not use Genesys WFM because we need an interval of 10 minutes. We are waiting a new realese with this interval.

Roberto Cardenas | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Genesys Engage in our contact centers which are the first point of contact to the customer. We have been using Genesys since the year 2000.

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