Genesys Multicloud CX

Genesys Multicloud CX
Formerly Genesys Engage

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


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 …
Continue reading

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 …
Continue reading

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 …
Continue reading
Read all reviews


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)
  • Agent dashboard (108)
  • Interactive voice response (106)
  • Multichannel integration (105)

Reviewer Pros & Cons

View all pros & cons

Video Reviews

Leaving a video review helps other professionals like you evaluate products. Be the first one in your network to record a review of Genesys Multicloud CX, and make your voice heard!


View all pricing

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, visit…


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

Would you like us to let the vendor know that you want pricing?

3 people want pricing too

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


Workforce Optimization (WFO)


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.


View all alternatives


(1-25 of 122)
Companies can't remove reviews or game the system. Here's why
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • 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.
March 10, 2022

Yes, Genesys Can

Serkan Kaya, MSc. | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • 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
Score 9 out of 10
Vetted Review
Review Source
  • 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.