Working as a Support Analyst Consultant of Cloud CX since a year and a half
On a daily, I do support Genesys Multicloud CX for multiple accounts. The most common issues are related to the network connection of the …
Genesys Multicloud CX
Top Rated
Genesys Multicloud CX
Overview
Recent Reviews
Awards
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Top Rated
2022
Popular Features
View all 22 features- Warm transfer (104)9.191%
- Agent dashboard (108)8.989%
- Interactive voice response (106)8.080%
- Multichannel integration (105)7.575%
Reviewer Pros & Cons
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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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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 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 (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
Genesys Multicloud CX Integrations
- Salesforce.com
- SAP
- Oracle
Genesys Multicloud CX Competitors
Genesys Multicloud CX Technical Details
| Deployment Types | On-premise, SaaS |
|---|---|
| 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.
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 and Ratings
(343)
Reviews
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- AI
- Integrations with CRMs
- More options on the APIs
July 13, 2022
Genesys Multicloud CX
- Social Media Integration
- IA Routing
- Voice Analysis
July 03, 2022
Basic needs fulfilled and easy to use
- Use for smaller departments
- Implement different channels
- Expanding to other departments for basic needs
July 01, 2022
Genesys by Know How SA a partner from Paraguay
- Adding more social media channels.
- Outbound campaigns for social media.
- Bot agents.
July 01, 2022
Genesys Multicloud CX - Beyond the Cloud
- Integrate with different product or services
June 30, 2022
Genesys for Sales
- AI/ML
- RPA
- Cloud
June 29, 2022
Muli-Cloud deployment a step in the right direction
- New channels
- New desktop/workspace
- BOTS
June 22, 2022
Learnings of moving to Genesys Multicloud CX
- We would like to leverage other Multicloud CX capabilities like Digital
- Outbound Servicing and CX Contact
- Workforce Management and Engagement solutions
June 20, 2022
New to Genesys, but liking it
- Genesys Engage would do well as we integrate our division. I can see our whole organization using it.
- Voice bots or Chat bots that transfer to a live agent when the questions are off the script.
- I like the call back feature that hold my place in line.
- We are looking to expand a hybrid setup
- Moving from WFM to WEM
- expanding our extensive integration setup even further
June 15, 2022
Genesys Multicloud CX at Work
- AI/ML
- More integration with other platforms
June 15, 2022
Feel free to use Genesys Multicloud CX
- Social networks integration
- IA integrations
- Machine learning
June 14, 2022
Genesys PureEngage Experience is Service Made Easy
- AI bot to assist both customer and employee interactions
- Genesys Hub to manage popular channels such as Whatsapp and WeChat
- Predictive Routing capabilities
April 01, 2022
Genesys PE : Simply best
- GI2
- GRS
- Intelligent Routing
March 10, 2022
Yes, Genesys Can
- Retail Sales Representatives may use Genesys in Bank branches.
- New integrations for the new solutions provided by Genesys Engage
- More cloud solutions for us to use.
- the regulatory and supervisory board to act more transparently on the cloud and to set the necessary infrastructure and permissions for transition
February 21, 2022
How I saw engage as user as well as implementer
- AI Blending
- Multichannel
- Integrations
December 02, 2021
A fast WFM software
- AI Forecasting.
- Vacation bids and management.
- Shift preferences and bids.
December 01, 2021
CX Champ - Genesys Engage (formerly PureEngage)
- Bot/AI/Machine Learning is the next big thing, Genesys is already into it but I want to see the more deep dive to be used in each and every possible aspect
- I want to see Genesys focusing on building/improving the migration tools, which can make the transformation seamless
- The Analytics and Insight section can be strengthen so that the business intelligence layer can be fine-tuned within Genesys itself.
- Voice Biometrics and Speech Analytics can be improved a lot, so that the self-service or IVR can me bade as interactive and simple to feel like taking to a live agent.
November 30, 2021
Genesys Engage - 4x4 solution
- Recording and analytics of the calls.
- Multimedia (chat, Facebook interactions, etc) channels.
November 23, 2021
Good product
- Machine Learning
- B2B tools
November 23, 2021
A inside view from a business focused partner
- Definitely AI and Machine Learning applied for differente projects
- Integration with a nonvirtual channel but with a solution that handles all on-site interactions
- work with an integration with a crm
June 25, 2021
Practical solution for today's CX needs
- Altocloud
- Cassandra
- Kate (AI)
June 03, 2021
A good solution for complex problems
- Additional channels such as integration with WhatsApp.
- Chat integration.
- AI integration for call routing.
May 26, 2021
Genesys allows to get the job done better
- AI routing.
April 15, 2021
Genesys PE Cloud lives up to the hype
- WFO
- AI
- SMS