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

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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 146)
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Murat Akkaynak | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
You can be very flexible about license management. There are 3 types of licensing models offered. These three models fully meet your needs. In this case, it provides you with great flexibility both in terms of budget and management. Troubleshooting can be challenging, especially if you have been a prime system administrator for a long time, the troubleshooting process by the cloud can be challenging.
Mathew Wan | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
Well suited based on price and simple functionality for a service centre that does basic interactions. Voice email and chat.

Not suited for bigger companies that want insights and other complex functions to come with the product, such as speech analytics, trendy UI, complex IVR, and full functional Workforce Management integration.
June 30, 2022

Genesys for Sales

Score 10 out of 10
Vetted Review
Verified User
Review Source
Easier to integrate with our custom-developed case flow into the same agent dialer that provides 360 views of the Cm interaction journey from various channels to the agent’s view and also integrated website leads referral directly to Genesys as call list in real-time. Genesys needs to enhance its reporting tool format with multiple types of formats for different analyses instead of a common reporting format.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Genesys Multicloud CX is a well-designed solution that seems more appropriate to segments within businesses as smaller groups that are confined to a few specific contact center locations and not for multi-national deployments
Score 8 out of 10
Vetted Review
Verified User
Review Source
Multicloud CX is suited for Pure Engage premise-based solutions to Private or Hybrid Cloud setups. Provides multiple options for this premise to cloud migration. Challenges will be to modify your internal Private cloud setup with the need to open up unique ports and security features.
Mikael Stokholm | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Multicloud would 100% be my go-to system for any enterprise with more than 500 seats. it excels at major installation, especially at multi-sites, and can be adapted to suit any type of business. smaller installations or business areas I would be more likely to recommend the pure cloud product, as the scalability and speed of adaption are second to none.
Score 10 out of 10
Vetted Review
Reseller
Review Source
It is easy to deploy a service on Genesys Multicloud CX if there is not much personalization. It can be difficult to implement a complex strategy based only on tutorials
Score 8 out of 10
Vetted Review
Verified User
Review Source
Best contact center product for routing. Seamless integration with third party vendors like Nuance , Avaya , NICE, etc. GIR is not very suitable for recording, though, in comparison with NICE and Verint
March 10, 2022

Yes, Genesys Can

Serkan Kaya, MSc. | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We're launching a new mobile bank application and hence we would like to interact with our Customer(s) easily. Therefore, ClicktoCall (voice, chat) feature is used for this Project along with chat feature. We got really good and positive feedback from our customers. Similarly, due to regulation, we have to use video channels for our Customer who have disabilities to contact with our Customer representative. Therefore, we have first launched Requestec WebRTC (Video) solution. However, as time goes by we will be launching Vidyo solutions in order to increase customer experience for our customers.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Solution is extremely agile and flexible. The new generation of containerized solution would be a game changer since it brings the ease of deployment and ability to get the innovations to a new total different place. I believe it is really hard to find in the competition who would have something similar or even close.
December 02, 2021

A fast WFM software

Score 8 out of 10
Vetted Review
Verified User
Review Source
It works best if you have a simple routing structure and your agents do not handle a lot of skills simultaneously. It is fast to produce results, compared to similar products from other vendors and it is pretty stable (does not crash easily).

If you are forecasting, planning for chats, it does not handle concurrency, so you will have to use external tools for that. Also, its UI does not look and feel modern.
Score 9 out of 10
Vetted Review
Reseller
Review Source
Genesys Engage is very much suited to all fields of product/services. It is the best CX Solution I have came across. The scenario where I feel it to be less suited is lesser number of agents/associates as it comes with a cost. For Businesses with less head counts, customization and infrastructure overhead, Genesys Cloud CX can be selected as their CX Solution instead of Genesys Multicloud CX
Score 9 out of 10
Vetted Review
Verified User
Review Source
Genesys Engage is a great solution to Contact Centers. If you manage voice interactions or multimedia interactions, Genesys Engage will have a solution for your needs. All of their solutions are tested and have been validated by several companies around the globe. It's prepared to handle loads of traffic and all their solutions are scalable if needed. It can be multi-site or single site, so it fits your company needs around the globe. So if you have a medium - large organization, either single or multi-site, with any kind of media, Genesys Engage is the Contact Center solution that can fit your needs. In case you have a small organization, I wouldn't recommend Genesys Engage since it can need quite [a lot] of infrastructure. Instead I would go for the Genesys Cloud solution, which it takes away the infrastructure fee and have a more all-in-one feeling, giving you the chance to acquire new features on demand.
Score 10 out of 10
Vetted Review
Verified User
Review Source
One of the great advantages of Genesys Multicloud CX is that it can be easily adapted to any organization, following the sizing manuals, it is capable of adapting from a small contact center to a multinational based in several countries, which is why I think that, in any situation, you can use engage in your company.
November 23, 2021

Good product

Score 8 out of 10
Vetted Review
Verified User
Review Source
I believe Genesys is well suited for larger companies, primarily due to cost structure. Smaller companies might also get lost in their needs when compared against larger company development needs.
Germán Pereira | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Like I've mentioned before, Genesys [optimizes] every single interaction, making a significant difference in the CX. It also provides a more agile way to scale business opportunities and quickly identifies areas where is necessary to make adjustments. Genesys also brings to the table a trustable hub of information, where we can provide our bi area of relevant data.
Score 5 out of 10
Vetted Review
Verified User
Review Source
Well suited: large organizations with complex business needs, mature IT processes with business analysts and project managers capable of handling complexity in nearly every change. Less appropriate: small organizations or organizations with simple business needs. For example, if your call flow just needs three options off a menu, this environment is overkill.