Genesys Contact Center Porfolio
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Overview
What is Genesys Multicloud CX (discontinued)?
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.
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Popular Features
- Interactive voice response (106)9.999%
- Warm transfer (105)9.999%
- Agent dashboard (109)9.898%
- Multichannel integration (105)9.797%
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Pricing
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What is Genesys Multicloud CX (discontinued)?
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.
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- No setup fee
For the latest information on pricing, visithttps://www.genesys.com/platform/pureen…
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- 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 Broadvoice?
Broadvoice is a provider of hosted voice, UCaaS, CCaaS, and CX solutions for small and mid-market enterprises and BPOs. Broadvoice solutions offer enterprise-class features to simplify communications and streamline operations.
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What is Genesys Multicloud CX (discontinued)?
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 (discontinued) 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 (discontinued) Screenshots
Genesys Multicloud CX (discontinued) Video
Cleartrip, an online travel company that provides comprehensive travel experiences throughout India and the Persian Gulf region, uses the tagline “Making Travel Simple.” As a one-stop shop for their customers’ travel needs, Cleartrip sought a similar DNA for their telecom requ...
Show More Genesys Multicloud CX (discontinued) Integrations
- Salesforce Sales Cloud
- SAP
- Oracle
Genesys Multicloud CX (discontinued) Competitors
Genesys Multicloud CX (discontinued) Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| 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.
Avaya IP Office, NICE CXone, and 8x8 Contact Center are common alternatives for Genesys Multicloud CX (discontinued).
Reviewers rate Validate callers and Warm transfer and Interactive voice response highest, with a score of 9.9.
The most common users of Genesys Multicloud CX (discontinued) are from Enterprises (1,001+ employees).
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Reviews and Ratings
(343)Attribute Ratings
Reviews
(1-13 of 13)Companies can't remove reviews or game the system. Here's why
January 09, 2024
Genesys Contact Center Porfolio
- I have personal experience that genesys is the most flexible solution if architecture in efficient way.
- Business customers can change the way routing happens.
- Great customer and agent experience.
- By implementing this solution we have improved more than 30% lead time for any kind of change.
March 28, 2023
Sad the Genesys Engage is going to be Discontinued
- It provided a terrific ROI against a hosted or cloud solution 3 years ago
October 23, 2022
My review of Genesys Multicloud CX
- Increased productivity per person and per team.
- Quick reaction time for solving issues.
September 05, 2016
Genesys
- We already had an installed Genesys platform, we just upgraded it and supported new PBXs
- This solution allowed us not to buy a new platform.
January 20, 2016
#1 Vote for Tool of the Year - Genesys Contact Center Portfolio
- Utilizing Genesys Contact Center Portfolio has added increased employee efficiency, providing better availability to customer demands which in turn has increased customer satisfaction.
- Utilizing Genesys Contact Center Portfolio has added increased management efficiency, automating resource planning and scheduling and providing management more time to focus on other important tasks.
November 11, 2015
An "All-in-One" Solution That Has It All
- Improved customer experience for contact center applications
- Enhances internal and external communications through Presence Management
- Minimal investment in hardware since CIC is primarily a software solution that runs on industry standard Windows servers
- Can be deployed as a "cloud" solution or an on premise solution with basically the same feature set regardless of deployment
- Provides 100% application redundancy in a fail-over situation that also supports full geographic redundancy
- Increased Agent Efficiency
- Better Customer Service
- Better Agent Accountability/Management
- Better customer service. We are more efficient with the system.
- Ease of use to the call center agents. Our agents are able to pick up the system quickly as it is that easy.
December 18, 2014
Genesys - the Cadillac of Contact Center Technology Platforms
- Genesys has reduced the need for our agents to ask customers for their account numbers again when they exit the IVR for agent assisted service, lowering Average Handle Time (AHT) and costs per call and increasing customer satisfaction.
- Genesys has made it easier for agents to identify the type of call they are handling as well as the customer's account information with the attached data passed to them in Interaction Workspace. Bilingual agents can see the call type in Interaction Workspace and know whether to greet the customer in Spanish/Mandarin/Cantonese or in English.
- Using Genesys has allowed us to retire legacy, end-of-life, proprietary, stand-alone, on-premise PBX phone systems with integrated Genesys SIP servers hosted in data centers transmitting calls phone via VoIP across our existing data network. The result has been reduced CAPEX and lower operational risk.
- Genesys skills-based routing has allowed us to quickly deploy agents with defined skill-sets at any location within the Genesys contact center footprint with no additional user administration needed. The result has been a much quicker response in disaster recovery situations, lowering operational risk and increasing customer satisfaction.
September 17, 2014
An intelligent solution for your contact center
- The answer to this question depends entirely on what you are currently using as your solution.
August 15, 2014
ININ Review
- Great ROI
- Allowed for an easy platform transition in a busy call center
- Allowed for better call routing, user management, and reporting
August 15, 2014
You will not be disappointed with Interactive Intelligence integrated call center solutions
- Custom Kiosk application using generic interaction for walk in customers improved the efficiency of the lobby staff by almost 200%
- QA tools allow for automation of many aspects and the efficient management of scoring and recording .
- Manages all types of interactions and improves agent productivity for emails, voicemails, calls, chats and walk in interactions
- Manages reporting on of interactions and improves agent productivity for emails, voicemails, calls, chats and walk in interactions
- Centralized support tools allow for small staff to support and administer all parts of the system
- Integration of all modules allows for active, real time passing of data to provide real time speech analytics, qa, reporting, workforce management and general interaction management
August 11, 2014
ININ CIC 3.0.17
- Unsure. I mostly maintain the system. Dollar and productivity figures are not part of my job function. Our call center managers seem pleased with it though.