Genesys Contact Center Porfolio
We as service provider implemented Genesys based solutions for different clients. I am an expert in Genesys Routing Strategy development …
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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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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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
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January 09, 2024
Genesys Contact Center Porfolio
We as service provider implemented Genesys based solutions for different clients. I am an expert in Genesys Routing Strategy development and have implemented call routing for several clients and its really worth using this solution.
March 28, 2023
Sad the Genesys Engage is going to be Discontinued
We use it for all contact center voice, email and chat applications.
October 23, 2022
My review of Genesys Multicloud CX
We use the Genesys Multicloud CX in our Contact Center for inbound/outbound voice channels for discussion with our customers. It helps us to easily keep in touch with them and have a quick discussion about the issues that customers have, and after that, provide solutions needed in a fast and user-friendly way.
On a daily, I do support Genesys Multicloud CX for multiple accounts. The most common issues are related to the network connection of the customers, and the wrong configuration of the VPNs, or trunk providers, so, not the product itself, it's more about the external things, network, trunks, and not using a proper computer that meets the requirements.
July 13, 2022
Genesys Multicloud CX
The most important increase in productivity has been achieved in call center resources. Thanks to skill-based call distribution, it becomes very easy to manage agents on a subject-based basis. You can plan a single-screen call center with the WFM product. Using the WFM product increases the efficiency of the call center.
July 03, 2022
Basic needs fulfilled and easy to use
It is our main IVR for two main departments, a bigger department being the main users of about 70% and the other department the rest. The main department handles voice, email, and chat. The smaller department handles voice and emails. Both departments use it in conjunction with Genesys Workspace for users to receive interactions. The workforce Planning team uses Genesys WFM. Leaders use Genesys CCPulse.
July 01, 2022
Genesys by Know How SA a partner from Paraguay
The company I work for is a Genesys partner. We sell Genesys, implement it, and give support for other companies.
July 01, 2022
Genesys Multicloud CX - Beyond the Cloud
We will be using Genesys Multicloud CX in our Contact Center. The reason for using this model is that combining all our other contact center solutions into one and so we believe that Genesys Multicloud CX will help us to solve our complexity and integration problems once and for all.
June 30, 2022
Genesys for Sales
We are able to run our operations into one single platform with Omnichannel capabilities, simplify operations management, increase productivity for agents and customer satisfaction, unify diverse banking products and services into a single self-service platform and increase sales revenue to achieve ROI. My scope covers outbound telesales.
June 29, 2022
Muli-Cloud deployment a step in the right direction
Genesys Multicloud CX is/has been used to support our inbound voice channel. It is currently licensed for 1100 seats.
June 27, 2022
Genesys Multicloud CX solution
Genesys Multicloud CX is built intuitively built contact center solution keeping in mind customer first use cases focused on ease of use and smooth experience.
June 22, 2022
Learnings of moving to Genesys Multicloud CX
We are using mixed-mode Genesys Multicloud CX components that integrate with our existing Pure Engage premise base components. We are trying to deploy a Multicloud CX-based reporting product - GCXI that enables migration from GII to GCXI for historical Business Reporting. We are also evaluating other Multicloud CX apps like GWS / WWE, BDS, and CX Contact
June 20, 2022
New to Genesys, but liking it
We are nearing the end of a project to integrate the ACD with our CRM and deploy it to agents at three call centers.
Genesys Multicloud CX is being used as the primary contact center solution. Currently utilizing voice, email, chat bots, and much more, and will most likely be expanded even more over the coming years. Multicloud handles most, if not all of our customer-facing solutions, either directly or indirectly. The feature-rich environment and scalability make it the best enterprise solution on the market in my honest opinion.
June 15, 2022
Genesys Multicloud CX at Work
Genesys Multicloud CX allows us to use Agent to set up and manage our call center to onboard new customers and users in minutes. Allows us to do call-back with ease when call volumes are high. During the COVID pandemic employees were able to work from home without missing a beat.
June 15, 2022
Feel free to use Genesys Multicloud CX
Genesys Multicloud CX is transforming the contact center industry by delivering innovation to us. It’s a leading platform for seamlessly integrating voice and digital channels and creating better business outcomes overall. We wanted a technology partner with a proven track record and strong after-sales support, who wouldn’t rely on us to provide all the thinking and thought leadership
June 14, 2022
Genesys PureEngage Experience is Service Made Easy
Score 9 out of 10
Vetted Review
Verified User
Genesys Engage is being used by the majority of the organization to deliver omnichannel experience to TELUS customers.
April 01, 2022
Genesys PE : Simply best
Genesys PureEngage is used by our organization to support our in house contact center, which supports our customer using different channels like voice , chat , social media , email, etc.
It is used by our Marketing Dept. for outbound calling, the customer care department for handling inbound calls, and queries raised via social media.
We are now looking forward to integrating Voice assistance and chatbot functionality with Genesys .
It is used by our Marketing Dept. for outbound calling, the customer care department for handling inbound calls, and queries raised via social media.
We are now looking forward to integrating Voice assistance and chatbot functionality with Genesys .
March 10, 2022
Yes, Genesys Can
As an Akbank, we are using Genesys Engage with almost all components other than EWD solution. Akbank is the leader company for the new call center technologies. Therefore, if there's a new application or new Genesys module showed up, we're insisting on learning and loved-to-use for our customers. We're launching Proactive Chat and Vidyo solutions in order to increase customer experience for customers. Since we've launched ClicktoCall (voice, chat) feature in our mobile bank application, we got positive feedback from our customers. Create proper and less supervisor process in order to manage Agent's shifts via using Genesys WFM. Other than this, Social Engagement has been integrated first at Akbank in Turkey. Our customers contacted us via Twitter and Facebook channels easily. So that using Genesys Engage, we have received a good portion of the customer interaction via non-media channel. Agent or Call based issues is solved via using InfoMart reporting. Using Genesys IVR for enhanced capabilities in order to design dynamic IVR functions. Using powerful routing capabilities for voice and non-voice media channels. Genesys Engage is being used by CallCenter side (Inbound, Outbound, SocialMedia, Chat, Video), however, it's not being used in our bank branches.
February 21, 2022
How I saw engage as user as well as implementer
I could split my experience with GENESYS ENGAGE into two parts
1- As an end user for the platform this happened while I was working for Vodafone Egypt for around 9 years. We used to have Engage as a contact center platform that handling most of customer contact channels starting with IVR self-services as well as voice channel and including digits channels for chat and CRM interactions. 2-As a system integrator and technical partner for Genesys that we implement, support and train users on using Genesys Engage services for around 7 years now.
1- As an end user for the platform this happened while I was working for Vodafone Egypt for around 9 years. We used to have Engage as a contact center platform that handling most of customer contact channels starting with IVR self-services as well as voice channel and including digits channels for chat and CRM interactions. 2-As a system integrator and technical partner for Genesys that we implement, support and train users on using Genesys Engage services for around 7 years now.
December 02, 2021
A fast WFM software
We use Genesys Multicloud CX to handle forecasting our call and chat volumes and scheduling of our contact centers representatives (~700 agents).
It can produce in a relatively fast timeline, very accurate forecasts for our different lines of business as well as schedules for our representatives while taking into account all of their work constraints (HR, Union, Shifts...).
It can produce in a relatively fast timeline, very accurate forecasts for our different lines of business as well as schedules for our representatives while taking into account all of their work constraints (HR, Union, Shifts...).
December 01, 2021
CX Champ - Genesys Engage (formerly PureEngage)
In my current organization, as a reseller of premium contact center technologies in, we pitch, consult, deploy Genesys Engage and Cloud platforms to our customers and provide professional services along with long term support to them. Apart from helping our customers to transform their contact center solutions with this robust technology, Genesys Engage is deployed for BT's own CX platform across organization. Moreover, during this COVID pandemic situation, we came across the concerns from customer to enable their associates to work from home as well, we found our best solution in Genesys Cloud offering called Genesys Cloud (formerly Genesys PureCloud) which helped our existing customers to continue with their business operations during the pandemic as well which resulted in very good CSAT score.
November 30, 2021
Genesys Engage - 4x4 solution
Genesys Engage is being used as the core solution of the Contact Center. It currently manages all inbound and outbound VoIP communications [and] it manages the routing to agents as well as the IVR. All the reporting and analytics of the CC are being managed by Genesys as well; helping to get precise metrics and insights to the sales and publicity teams as well as helping the business to acknowledge their strengths and weaknesses. The reporting is divided in[to] historical and real time reporting. While historical reporting is focused to provide statistics and insights to implement long term strategies or control them, real time reporting focuses on the manage[ment] of the Contact Center on a daily basis. The best thing [about] Genesys is the impressive number of configurations that can be done to tailor the solution at the needs of the business. We are currently implementing the eServices solution where we will be able to handle multimedia interactions like chat, email, Facebook and Instagram messages (both private and public) as well as integrations with custom chat services, Whatsapp and WebForms. Email services are already online, having great results on the answer rate as well as the routing to the corresponding agent to answer it.
November 29, 2021
Genesys Multicloud CX is what you need for your Contact Center!
We are involved with the implementation and support of the entire Genesys Multicloud CX platform in a wide variety of companies, we have worked with Genesys Multicloud CX for a long time and we are convinced that it is the best platform to build a quality Contact Center, without problems and increasing its productivity in an impressive way.
November 23, 2021
Good product
We use it for call routing, back-office routing tasks, email routing, chat and chat automation. It solves issues with multichannel routing, routing gaps, push vs pull system, and allows our employees to see. It allows us to have systematic decisions on how to best serve our channels vs our KPIs.