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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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 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 133)
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Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
Murat Akkaynak | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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
Mathew Wan | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
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
June 30, 2022

Genesys for Sales

Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
Score 8 out of 10
Vetted Review
Verified User
Review Source
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
Mikael Stokholm | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
eugene thai | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
March 10, 2022

Yes, Genesys Can

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

Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
Germán Pereira | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
Score 5 out of 10
Vetted Review
Verified User
Review Source
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.