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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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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Score 10 out of 10
Vetted Review
Verified User
Review Source
  • The easy implementation of logics for routing
  • Administer agents in groups and permissions
  • Easy monitoring of the production
  • The reporting is a little limited, need more development
  • Some views does not refresh automatically
  • not all Edges can respond to Pings, and get logs
  • You cant see logs since its all on the cloud
Pablo Gómez Ojeda | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • With Genesys, you can have highly personalized interactive voice response menus.
  • Highly personalized routing strategies for call to meet any customer expectation.
  • Several different interactions can be managed by just one agent at one desktop.
  • You can track your contact center activity with reports and recordings.
  • Use AI to handle Interactions from several sources. Built once implement in every channel
  • There could be an option to have all components from Genesys Cloud on third party cloud service or even in customers site infrastructure or at least some Hybrid model should still persist after engage on premise end of life.
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Cloud Solution
  • Provide public or private cloud options
  • Can choose any cloud platform like AWS or Google
  • It will maximize control over ​​infrastructure, deployment, and administration side
  • Troubleshooting issues
  • Design and maintenance support/guidance
June 30, 2022

Genesys for Sales

Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Single sign on view for agent
  • Agent monitoring tool
  • Reporting tool to perform analysis
  • Auto dialer options
  • User friendly system
  • To convert ccpulse reporting tool into web base access
  • Easier uploading process for call list
  • To allow more report templates format
Score 5 out of 10
Vetted Review
Verified User
Review Source
  • Genesys Multicloud CX is extremely flexible.
  • Call routing is robust
  • The GVP platform has been very stable.
  • Genesys Multicloud CX is extremely flexible. Often times so many options it is difficult to know what is best.
  • While the online documentation is plentiful, the documentation is often incomplete and requires PS to fill in the blanks.
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Multi Cloud Platform support - AWS, Azure, Openshift
  • compatibility with CI/CD tools like Jfrog
  • separation of authentication from ( G-Auth ) from core application components
  • Smart failover and Active-Active design support
  • Need for statefull mode for GCXI application
  • need for leveraging unique ports that need detailed security review
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Stability - as long as we have the hardware to run it.
  • I like the chat bot and voice bot functionality that I was able to configure rather easily.
  • I have heard from some of our developers that data integration is difficult. We have spent a lot of time developing services for that data transfer.
Mikael Stokholm | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • business adaptability
  • customizeable to a epic extend
  • bulk user management
  • extremely stabile
  • some features require some very specialized people to develop
  • the ease of use, could be easier, maybe more like Pureconnect and Purecloud
  • the admin user interface should be as easy to use as the user GUI
eugene thai | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Interaction Routing capabilities is second to none
  • Open flexible integration available APIs
  • Support department is stellar
  • Genesys Engage has a solution for the entire contact center ecosystem starting from routing, reporting thru to workforce optimization.
  • Better documentation
  • Conversation Manager product should have ready to use solution blueprints segmented by verticals for ease of implementation
  • Historical analytic products could be improved and refreshed
  • Better support for open source products if used as part of a product offering. IE Elasticsearch, Cassandra etc.
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • We have integrated our Mobile Banking App to Genesys using its GMS solution so customers can now see real time statistics / waiting time to reach the call center agents for their specific query
  • We are now also working on Genesys Bot Gateway to integrate the chat bot application with Genesys, so agents can handle the chats that are not handled by chatbots. This can build an extra strong FAQ in our database
  • WorkForce management and its use via Mobile banking App.
  • Simplified call routing
March 10, 2022

Yes, Genesys Can

Serkan Kaya, MSc. | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Using Genesys IVR for enhanced capabilities in order to design dynamic IVR functions.
  • Using powerful routing capabilities for voice and non-voice media channels.
  • WebEngagement module as we used 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 with our Customer representative without waiting in the queue for a long duration. It helps to decrease average waiting time and increase Service Level.
  • Support team; especially e-Services segment of support which provides an immediate solution and detailed information for the specific problem. They're really taking care of the cases and provide WebEx session without asking.
  • Genesys Customer Advocacy Program would also be effective way to get in touch with customer
  • Other than product defects or bugs, we've seen that Genesys documentation can include more specific information about installation, deployment, and administration. New documents/release notes should include the previous DOC information as well. Sometimes, I've recognized that I couldn't find useful info in the new document/release note, cause it's been deleted.
  • In urgent cases, Genesys should provide WebEx session and chat immediately without asking logs and other information.
  • Need to improve Social Engagement module by adding new social channels. Nowadays, customers have lots of alternative channels to complain such as Instagram, YouTube, Google+. Therefore, we would like to see more alternative social media plugins in Genesys PureEngage.
  • Need to improve Reporting. Real-time and Historical. Default call center statistics should be prepared as Avaya do. No need for extra configuration. Also, real and historical values should be identical.
  • More technical tutorials and courses can be released on support site.
  • Genesys and Vidyo integration isn't easy and need to have professional services from both sides. Therefore, it's better to have well constructed documents in order to handle integration better.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Omnichannel contact center platform
  • Open API platform
  • RealTime Monitoring
  • Business Insights and Historical reporting
  • Single user interface
  • CRM Integrations
  • Agent blending
  • AI enablement
  • Cloud support
  • Better Technical documentation
  • Lower prices
Score 9 out of 10
Vetted Review
Reseller
Review Source
  • Platform and hardware independence.
  • Easy to scale.
  • Super customizable and rebranding.
  • Easy to debug.
  • Very good after sales Customer Support.
  • Fantastic and easy to use User Interface Design.
  • Adapted to widely accepted network and software protocols.
  • Regular software updates and defect resolutions.
  • Good adaptability to existing CRM solutions.
  • Wide variety of software connectors and adapters.
  • Wide variety of SDKs are available to build custom apps.
  • Very good outbound functionality and predictive dialing algorithms.
  • Very good documentation.
  • Vast community and forum.
  • Centralized Software Installation and Upgrade facility can be optimized to great extent to reduce deployment/maintenance time.
  • The newer web versions of GA and GAX still lack some very good and flexible features of CME (the older version).
  • I can see a very good scope where all the software and services can be containerized (using docker, kubernetes containers) which is still missing.
  • Genesys lacks powerful tools to transform from other platforms (such as Aspect, Cisco, Avaya, etc.) seamlessly..
  • Costlier.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Managing media interactions (either traditional, VoIP or multimedia).
  • Can be customized to your business needs.
  • Easy to use applications but with great depth and lots of functionalities.
  • Highly customizable business rules and routing logic
  • Efficient agent selection
  • Improve the real time reporting to be able to have metrics on an Organization Level.
  • Have more didactic documentation at hand for the customization of the platform.
Germán Pereira | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Single all in one platform
  • Optimize call flows and campaigns
  • Generate effective multi platform interactions through different digital channels
  • Secure and reliable information in a single platform of all the interactions [regenerated]. Historical and valuable for [decision-making] and strategic measures.
  • native Whatsapp for all tiers
  • instagram
  • native bot