Genesys Contact Center Porfolio
We as service provider implemented Genesys based solutions for different clients. I am an expert in Genesys Routing Strategy development …
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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Popular Features
- Interactive voice response (106)9.999%
- Warm transfer (105)9.999%
- Agent dashboard (109)9.898%
- Multichannel integration (105)9.797%
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Pricing
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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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- No setup fee
For the latest information on pricing, visithttps://www.genesys.com/platform/pureen…
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- Free/Freemium Version
- Premium Consulting/Integration Services
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Alternatives Pricing
What is Genesys Cloud CX?
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
What is Broadvoice?
Broadvoice is a provider of hosted voice, UCaaS, CCaaS, and CX solutions for small and mid-market enterprises and BPOs. Broadvoice solutions offer enterprise-class features to simplify communications and streamline operations.
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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 (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
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
- 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
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 Validate callers and Warm transfer and 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).
Comparisons
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Reviews and Ratings
(343)Attribute Ratings
Reviews
(1-25 of 118)Companies can't remove reviews or game the system. Here's why
January 09, 2024
Genesys Contact Center Porfolio
Save Costs Without Compromising Capability
March 28, 2023
Sad the Genesys Engage is going to be Discontinued
October 23, 2022
My review of Genesys Multicloud CX
Never used before any product like Genesys.
July 13, 2022
Genesys Multicloud CX
We chose it for a better customer experience, and I think the most practical way to achieve this is Genesys Power Routing. You can watch all Routing operations live. All audio and digital industries enable us to combine business elements and inbound and outbound interactions. This allows you to have a good end-to-end customer experience.
July 03, 2022
Basic needs fulfilled and easy to use
It has less functionality and is not cloud-based, so I feel like there is reduced capacity. Genesys Multicloud CX has limited functionality as it can't seem to expand compared to Genesys Cloud CX. Today's technology and other ones that I haven't used but have seen demos seem to overtake Genesys Multicloud CX easily in using today's technology
July 01, 2022
Genesys by Know How SA a partner from Paraguay
- Genesys Cloud (formerly PureCloud)
Engage was born first, Engage is more suitable if you [want] to have all services running on your server.
July 01, 2022
Genesys Multicloud CX - Beyond the Cloud
From a contact center point of view, I'm just using Genesys products, and Genesys Multicloud CX is the next level.
June 30, 2022
Genesys for Sales
1) Omnichannel capabilities 2) Easier to integrate 3) User-friendly 4) Stable Organization with good product offers 5) Good customer end-to-end support
June 27, 2022
Genesys Multicloud CX solution
Genesys Multicloud CX is intuitively designed with ease of building customer focused applications / solutions
June 20, 2022
New to Genesys, but liking it
- MiCloud Connect (formerly ShoreTel)
Genesys does a lot more.
Genesys Multicloud CX has the Enterprise, Bulk solution and ability to be customized to an extent that no other product has. I would say that any of the Genesys products has a leading edge on the competition, and suits brackets of their own on the market, and for us, the logical choice was and is Multicloud CX
June 15, 2022
Genesys Multicloud CX at Work
We POC Avaya but did not like some of the features or lack of features compare to Genesys Multicloud CX.
June 15, 2022
Feel free to use Genesys Multicloud CX
more functionnalities
June 14, 2022
Genesys PureEngage Experience is Service Made Easy
Score 9 out of 10
Vetted Review
Verified User
Far superior in terms of being best of suite solution. Very well thought out in terms of routing, reporting, and various other product offerings.
April 01, 2022
Genesys PE : Simply best
Avaya Call management system :
March 10, 2022
Yes, Genesys Can
- ININ and Avaya
ININ is an all-in-one solution, however, Genesys has a modular structure. Therefore, it has a good opportunity on the technical side, such as maintenance and upgrade/downgrade. You don't need to do maintenance on all solutions, it's just the related module that needs to be upgraded via Genesys Engage. It has B2B compatibility with its components. Avaya is more liked and known as a hardware-based CallCenter product, whereas Genesys Engage is software-based and there's no OS dependency which provides a good opportunity for us to use whatever OS for installation as we like.
February 21, 2022
How I saw engage as user as well as implementer
Agility of the solution (more into SW) and
better adoption for omnichannel
better adoption for omnichannel
December 02, 2021
A fast WFM software
For a similar contact center structure, I find Genesys products are faster to produce outcomes, and fast to respond (loading, changing screens...).
However, in terms of user interface, I do prefer the way NICE did things there. Coming from an agent background, I find that the NICE agent interface is more visually appealing and offers more flexibility (parameters for agent exceptions).
However, in terms of user interface, I do prefer the way NICE did things there. Coming from an agent background, I find that the NICE agent interface is more visually appealing and offers more flexibility (parameters for agent exceptions).
December 01, 2021
CX Champ - Genesys Engage (formerly PureEngage)
- Aspect Unified IP, Verint Workforce Management, Avaya Cloud Office, Avaya OneCloud CCaaS, eGain, Cisco Unified Communications Manager (Call Manager), Cisco Unified Contact Center and Adobe Audience Manager
The above mentioned technologies also provide the same solutions as Genesys Engage does. However, Genesys Engage leads this market as this solution package contains all the functionalities provided by different software mentioned above as distinct functionality is provided by them. Such as Verint call recording and workforce management is also considerably good however, instead of purchasing Verint services separately, Genesys provides the same functionality within itself.
November 23, 2021
Good product
October 19, 2021
Big and complicated for big and complicated companies
Genesys Multicloud CX (formerly Genesys Engage) is a lot more complex than Genesys PureConnect. In addition, it seems like Genesys never makes Genesys Multicloud CX (formerly Genesys Engage) easier to manage--features are added, UIs and are created, but it doesn't seem like the programmers actually live in the system. On the other hand, PureConnect (formerly CIC by Interactive Intelligence) has a reasonably unified management experience, and mostly complete feature set for supporting the environment. One glaring omission of Genesys Multicloud CX (formerly Genesys Engage): there's no dashboard view that allows you to see details of calls currently in the environment. Yes, you can see counts of calls in queue, but not calls still in the menus. You can see the max wait time in the queue, but you can't see the phone number of the caller or any attached data about that caller.
August 15, 2021
Adoring Genesys Engage (Digital)
- Khoros Care (Formerly Spredfast + Lithium), Avaya Aura Platform and Cisco Unified Communications Manager (Call Manager)
Genesys is a very powerful platform leading in contact center technology. Very up to date in the technologies used in the platform. Easy to integrate with.
June 25, 2021
Practical solution for today's CX needs
Using a cloud environment replaces aging and antiquated technology. Relying less on infrastructure has allowed for more time to develop new solutions on the Genesys platform.
May 26, 2021
Genesys allows to get the job done better
I haven't used any.
Call center can be built on open source software like Asterisk and Tomcat services. But it would be harder to support and may not include some important functions.
I've heard that Cisco products are much more expensive. And some cloud based solutions are not that advanced.
Call center can be built on open source software like Asterisk and Tomcat services. But it would be harder to support and may not include some important functions.
I've heard that Cisco products are much more expensive. And some cloud based solutions are not that advanced.