Genesys Multicloud CX

Genesys Multicloud CX
Formerly Genesys Engage

Customer Verified
Top Rated
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Score 8.5 out of 100
Top Rated
Genesys Multicloud CX

Overview

Recent Reviews

Genesys for Sales

10 out of 10
June 30, 2022
We are able to run our operations into one single platform with Omnichannel capabilities, simplify operations management, increase …
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Genesys Multicloud CX solution

8 out of 10
June 27, 2022
Genesys Multicloud CX is built intuitively built contact center solution keeping in mind customer first use cases focused on ease of use …
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Genesys PE : Simply best

8 out of 10
April 01, 2022
Genesys PureEngage is used by our organization to support our in house contact center, which supports our customer using different …
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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
  • Warm transfer (104)
    9.1
    91%
  • Agent dashboard (108)
    8.9
    89%
  • Interactive voice response (106)
    8.0
    80%
  • Multichannel integration (105)
    7.5
    75%

Reviewer Pros & Cons

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Pricing

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What is Genesys Multicloud CX?

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

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.genesys.com/platform/pureen…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

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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 Amazon Connect?

Launched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent…

Features Scorecard

Contact Center Software

8.7
87%

Workforce Optimization (WFO)

8.7
87%

Product Details

What is Genesys Multicloud CX?

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 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 Screenshots

Screenshot of Agent PerformanceScreenshot of Altocloud in WorkspaceScreenshot of Widget Screen

Genesys Multicloud CX Integrations

Genesys Multicloud CX Competitors

Genesys Multicloud CX Technical Details

Deployment TypesOn-premise, SaaS
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.

NICE CXone, 8x8 Contact Center, and Five9 are common alternatives for Genesys Multicloud CX.

Reviewers rate Call forwarding and Click-to-call (CTC) and Quality management highest, with a score of 9.7.

The most common users of Genesys Multicloud CX are from Enterprises (1,001+ employees) and the Telecommunications industry.

Comparisons

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Reviews

(1-25 of 125)
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Murat Akkaynak | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Having a comprehensive security approach that protects your critical data and protecting your assets from threats was a very important reason for our choice. Genesys security features enable us to comply with critical regulations strengthened our industry or position. The fact that Genesys is the industry leader in call center and customer experience and that it offers innovative solutions has been effective in our selection.
Mathew Wan | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
Genesys has been around for a long time, been through 3 roles and all three of them use some sort of Genesys product. To know that Genesys is growing as a company makes me feel the product will also grow with them, hopefully meaning that as the customer, we would also be able to reap the fruit as they invest more into their products that we use.
Score 5 out of 10
Vetted Review
Verified User
Review Source
At the time of the original purchase, the Genesys Multicloud CX routing engine was superior to other vendors. In 2015 the decision was made to deploy Genesys SIP because call delivery had caught up to routing. The current deployment is largely Pure Engage with a few Multicloud components. There are no known advantages other than a different deployment method.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Genesys is the industry leader in CX and Contact Center applications and services. Also, we have already been using their Pure Engage premise-based solution for more than 3 years now as part of our Contact Center Modernization initiative, we felt that evaluating and leveraging their Multicloud CX offering was the right decision.
Mikael Stokholm | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Genesys has been my personal preference for a CC vendor for over 15 years, way back from the ININ/CIC era, up to the hybrid setup, that we employ today. The main argument for choosing Genesys on my account has mostly been their innovation, market trend response, and strong partnerships with both resellers and collaboration partners. Genesys simply brings the best to the table, and I cannot see myself settling for less, if at all possible
eugene thai | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Genesys has always proven to be a leader in the magic quadrant year in year out which speaks to the leadership's ability to drive the company to be constant innovators. As an organization from top to bottom, they have been very easy to deal with. Personnel from Genesys are always working and viewing us as partners as opposed to just customers and that goes to show how they're supportive of our organization to be successful.
March 10, 2022

Yes, Genesys Can

Serkan Kaya, MSc. | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
As mentioned, Genesys is a market leader in the CallCenter area. The 2017 Magic Quadrant provides Gartner’s annual analysis of the contact center infrastructure vendors. For the ninth year, Genesys are honored to be positioned as a leader in the 2017 Gartner Magic Quadrant for Contact Center Infrastructure, worldwide. Gartner placed Genesys highest amongst all vendors in the ability to execute and completeness of vision.
Score 9 out of 10
Vetted Review
Reseller
Review Source
Genesys as a OEM provides wide variety of flavors to choose from (whether it to be on-premise, cloud, or hybrid deployment) that suits customer requirement and business model. The ecosystem is versatile and is future proof in every sense. And, of course, Genesys is the leader in CX platform, which explains all. With the time spent with customer already on-board in Genesys Engage, we can see the success graph and impact it had made in this industry.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Genesys Multicloud CX was a perfect solution that allowed us to integrate the components of our previous installation, so a total restructuring was not necessary, but a very pleasant transformation from one environment to another was achieved, on the other hand, integration is offered with other solutions including Genesys Cloud solutions.
November 23, 2021

Good product

Score 8 out of 10
Vetted Review
Verified User
Review Source
Support for the cloud was very important. Another key area of focus was reducing the overall separate support systems we use. Innovation and road map criteria we key factors as we are a changing business. When making this decision, financials were reviewed as well as conversations with current customers about the support they recieved.
Germán Pereira | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Really the focus Genesys has in [their] research and development department is something we share as a company. Also the quality of their professional services. I must say the options Genesys has with Genesys University to professionalize our staff and by the same action improve the service to our final customers is [also] a key [differentiator] and gives us an important edge in our market.
Score 9 out of 10
Vetted Review
Verified User
Review Source
The most important factors are the continuous investment in R&D and product evolution for cloud environments, as well as the delivery capacity and professional services that support new deployments. As a market leader, Genesys brings innovation to new products and solutions and provides confidence for new investments based on previous customer implementation.