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
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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.
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Reviews and Ratings
(343)
Reviews
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when controlling multiple accounts, we know the various requirements of the customers, and none of them usually are something that the product does not have, the request type is about not understanding how to configure something.
July 13, 2022
Genesys Multicloud CX
The licensing model offered by Genesys Cloud systems offers budget management and flexibility. Especially in a project-based call center, the use of licenses can cause great costs. However, the fact that you can increase or decrease the number of licenses instantly over this Genesys Cloud offers great flexibility. Since implementing Genesys Engage, our average speed-to answer and abandonment rates are 90% better and we’ve seen a 43% decrease in our transfer rate. It usually takes months to see efficiencies like these. We saw them starting within 3 days
July 03, 2022
Basic needs fulfilled and easy to use
Hard to describe, as I honestly feel any optimization tool will generate efficiencies, increase revenue, reduce time, and improve NPS/CSAT. Every company will be different as our company hasn't had a transition from one to another. In terms of functionality, Genesys Multicloud CX has delivered our basic needs to delivering interactions to our agents. It would give more impact if we could utilize or have more features with the data that we collect
July 01, 2022
Genesys by Know How SA a partner from Paraguay
We helped our customers to improve and personalize their customer experience
July 01, 2022
Genesys Multicloud CX - Beyond the Cloud
Since we will combine all our CC-based applications into one solution, Genesys Multicloud CX, there will be going through hard times during the implementation and designing phase which none of our customers will be affected.
June 30, 2022
Genesys for Sales
1) Our telesales productivity improved by 142% in comparison to the previous system that we used. 2) agent sales productivity has increased up to 124% on average for the past 4years. 3) we are able to work from home seamlessly without having any interruption to customer touch points during a pandemic.
June 29, 2022
Muli-Cloud deployment a step in the right direction
Genesys Multicloud CX is a very capable ACD solution. The IVR has enabled typical cost savings by allowing callers to self-serve. No other savings are known.
June 27, 2022
Genesys Multicloud CX solution
Increased customer experience and business satisfaction
June 22, 2022
Learnings of moving to Genesys Multicloud CX
we are expecting a better CCP experience, improved operational efficiencies, and better and more efficient Reporting. Also improved AHT by being able to better integrate web-based WWE and our internal servicing portals. Also expecting better real-time analytics capability
June 20, 2022
New to Genesys, but liking it
Being able to customize the client experiences in the IVR has saved a lot of time.
CX Multicloud has been the main driver in our business development, and has enabled us to adapt to business needs, and create unique solutions for specific problems, and do so on a very stable platform has made it our main customer interaction system. Genesys has provided top-end systems, over multiple products, modules, and innovative solutions, and I cannot see another provider in the market being able to compete on either features or innovation.
June 15, 2022
Genesys Multicloud CX at Work
Genesys Multicloud CX has been a big player during and after the COVID pandemic. As more employees are working from home instead of the office. With Agent Dashboard managing the agents is easy and providing the best user experience has not suffered. Employees are happy with the system and customers' feedback is positive.
June 15, 2022
Feel free to use Genesys Multicloud CX
Genesys simplifies all process relative to both views: customer side and agent side
June 14, 2022
Genesys PureEngage Experience is Service Made Easy
We've seen a higher NPS as a result of introducing multichannel capabilities to our customers. We were also able to reduce the number of calls to the contact center and divert them to less costly channels such as chat and SMS reducing our overall opex cost to the contact center.
April 01, 2022
Genesys PE : Simply best
Improved NPS/CSAT using call me back feature and increased agent utilization using blended capacity rule for handling multiple interactions in the same GUI like WDE
March 10, 2022
Yes, Genesys Can
WebEngagement module we used with ClickToCall in our mobile bank application along with chat session. So that when our Customer(s) are authenticated in the mobile app, they can easily connect to our Customer representative without waiting in the queue for a long duration. It helps to decrease average waiting time and increase Service Level.
February 21, 2022
How I saw engage as user as well as implementer
Based on the multiple implementations I had with GENESYS Engage it always bring positive impact on our uses. Minimizing AHT and FCR are most of the impacts happening but better than this is enhancing customer experience by applying omnichannel concepts as well as enabling customer feedback management
December 02, 2021
A fast WFM software
It was already set up when I got here, but we are currently revising its architecture according to best practices and we can already anticipate gains in employee engagements which will lead to increased customer satisfaction.
December 01, 2021
CX Champ - Genesys Engage (formerly PureEngage)
With the vast experience I had with Genesys Engage (since version 7.6) over last 10 years, I can say that Genesys Engage platform has always met our expectation which is shown by the CAST and NPS scores. Customers are very happy with the solution we propose and build for them and for all the improvement/expansion requests we came across, Genesys has always proved to accommodate those upgrades and functionalities with minimal downtime and manual interventions. The historical/real-time reporting tools are so good to provide in-depth knowledge/insights that the data driven decisions and projections helped our customers to be upfront with all the upcoming challenges or any under/over utilization of resources.
November 30, 2021
Genesys Engage - 4x4 solution
It improved the routing capabilities and provided a highly customizable business rules features to handle customer's interaction. It improved the time it takes for a customer to reach the agent it needs. The platform itself is really reliable and stable. We have a large customer base that uses our systems regularly, and they
can rely on it being up and running. Our agents handle calls with ease
because of the Genesys WDE tool and they can manage those calls
effectively.
Recently, customer have been working with Genesys APIs, being able to connect and integrate third party applications with the platform and create custom applications to use, manage or take advantage of Genesys applications. With this, customers could utilize data from the contact server to use on different Business Analytics softwares and improve their performance.
November 29, 2021
Genesys Multicloud CX is what you need for your Contact Center!
We have used Genesys Multicloud CX for a long time, and we have really always seen a growth of our contact center, always hand in hand with the new solutions that Genesys Multicloud CX brings us to be able to monitor our contact center or new ways on routing strategies or grouping of agents based on their different abilities.
November 23, 2021
Good product
We were able to improve agent productivity due to a push system for email vs pulling. Our employees are able to see real-time what their metrics are and can own the success of their day. Leaders are able to have a real-time impact on metrics by adjusting staffing in channels.
November 23, 2021
A inside view from a business focused partner
Well, for some of our customers it has truly made a change in the culture of the Company itself. They have managed to create a whole new type of offer and it made waves across the market. The quality of service and CX generated from the implementation of Genesys made possible a new leading position in the local market.
October 19, 2021
Big and complicated for big and complicated companies
When it works, the customer and employees are able to connect seamlessly. If there's an issue, it can take a long time to navigate the complex layers to provide a solution. In addition, implementing any new capabilities takes time due to complexities, requirements gathering, etc.
August 15, 2021
Adoring Genesys Engage (Digital)
We are a vendor to Genesys, not users.