Skip to main content
TrustRadius
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.

Read more
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 …
Continue reading
Read all reviews

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)
    9.9
    99%
  • Agent dashboard (109)
    9.8
    98%
  • Multichannel integration (105)
    9.7
    97%

Reviewer Pros & Cons

View all pros & cons
Verified User
Engineer in Customer Service
Insurance Company, 10,001+ employees
Return to navigation

Pricing

View all pricing
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
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

Broadvoice

$10
monthly, 12 or 36 months per seat
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.

Return to navigation

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 8.3

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

8.5
Avg 8.3
Return to navigation

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 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).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(343)

Attribute Ratings

Reviews

(1-1 of 1)
Companies can't remove reviews or game the system. Here's why
October 30, 2018

A short story from a Genesys user

Verified User
Team Lead in Information Technology
Information Technology and Services Company, 1001-5000 employees
Score 9 out of 10
Vetted Review
Verified User
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
Likelihood to Recommend

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.

Alternatives Considered
  • Avaya and Cisco AS5800 Series
We chose Genesys Engage because the tool has an easy administration and provide an unified view of our operations.
With Genesys Engage we are able to orchestrate our differents channels in a very simple way delivering the interaction to right agent.
Future Planned Uses
  • Additional channels with AI
  • AI/machine learning capabilities with Kate
  • More integrations with our systems
Users and Roles
3000
Contact center operations, like digital, chat , e-mail, voice, IVR to identify the clients and offer the better way to solve their questions, Outbound to improve sells, back office, staff areas, MIS to generate reports, IT to improve custumer experience with new features, business to make decissions.
Support Headcount Required
12
Software engineer with skills in IWD, IVR, Dialler, CCPulse, Interactive Insights, WDE, WFM, Java, .net, route, t-server, SCI, OCS, WDE Supervisor, IWD Manager,
Business Processes Supported
  • Improve sells with outbound
  • Reduces TMA with intelligent routing
  • Improved customer experience with auto-service IVR
Innovative Uses
  • Improved the clients satisfaction. We can saw that in NPS survey.
Likelihood to Renew
10
Because Genesys Engage helps the company to reduce costs, improve sells, give to contact center more operation controls. Genesys invest a lot of money and effort every year to give the best way to their clients to improve the business and CX.
Other Software Used
Cisco Unified Communications Manager (Call Manager), Avaya, Microsoft Power BI
Products Replaced
Yes
We replaced Avaya G3R and a internal CTI solution. We decided to do that because we needed to improve our results very fast an we didnt have a team to do that in the correct time, so with Genesys we can do that.
Key Differentiators
  • Product Features
  • Product Usability
  • Product Reputation
  • Third-party Reviews
The features and the easy way to use them.
Evaluation Lessons Learned
I probably dont change.
Implementation Details / Implementation Partner
  • Implemented in-house
Implementation Phases
Yes
phase 0 - IVR
phase 1 - voice integration with CRM platform
phase 2 - outbound
phase 3 - chat and e-mail
phase 4 - softphone as backup
Change Management Lessons
Change management was a big part of the implementation and was well-handled
We had to make a lot of meetings with the key users to explain how the process it works with a new platform and show to operators the gains that a new tool gives to te company. These issues was made after the beggining of the project and We needed to do I little earlier.
Implementation Issues
  • Know how to make the implementation
  • internal alignment
  • user engagement
Implementation Rating
6
Was difficult but very rewarding to see the final result.
Training Types Used
  • In-person training
In-Person Training
9
Because I learned a lot with the training. Was very helpful.
Ease of Genesys Multicloud CX (discontinued) Training
Its not easy to learn without training, I recommend to do the Genesys University.
Product Configurability
8
just right for this type of product
Configuration Lessons
Have a well-defined permission tree
UI Customization
Yes - we have customized the interface extensively
Yes, we use the CRM interface. At the beginning we had a lot of problems and now works very well. We need to work hard to solve the problems.
Extensibility and Customization
Yes - we have added extensive custom code
Yes, we had to added the CRM codes to work together Genesys
Additional Customization Considerations
No.
Support Rating
6
Sometimes I wait a long to have a solution and sometimes I need to explain the problem more then one time.
Bug Resolution
Yes
Yes, in the past I report a bug in AIL but Genesys don't care about it.
Exceptional Examples of Genesys Multicloud CX (discontinued) Support
unfortunately not.
Easy Tasks
  • Reports
  • WDE
  • IWD
  • IVR
  • Outbound
Difficult Tasks
  • Integration with SDK
  • T-servers
  • new reports on Hyperion
Mobile Interface Availability and Impressions
Yes, but I don't use it
Usability
8
The native interfaces are very simple to use, you might have problems with you decide to customize the interfaces.
Scalability
8
Some modules you can scale easily and others not
Reliability and Availability
8
Sometimes we have problems with unexpected restarts that cause impacts in the contact center operations
Performance
7
works as expected
Systems Integrated With
  • CRM PLusoft
All interfaces of attendant are in our CRM integrated with Genesys by SDK. We had problems with interactions, places status and agent status. Genesys support help us to solve this problems.
Future Integration Plans
  • not now
Types of Integration
  • API (e.g. SOAP or REST)
  • ETL tools
no
Ease of Integration
7
Because its not easy to integrate, you need to work very hard and you certainly will find problems.
Integration Lessons Learned
Do that with specialized professionals .
Pre-Sale Experience
8
We have a good relationship and support.
Post-Sale Experience
8
very easy
Key Negotiation Points
Price, support and allocation
Dealing with Discontinued Products
be close
Upgrade Process
Yes
Yes, we have using the new version of Genesys Engage. We had some problems to update the version and process lasted almost one year to finish.
Upgrade Benefits
  • new features
  • environment more reliable
  • new version of real time reports
Anticipated Benefits from Future Upgrades
  • AI, chat bot
  • interfaces for final user (client and operator)
  • AI with voice
Future Edition Upgrade Plans
No
Migrating Between Editions
No
Return to navigation