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
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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.
- Genesys Voice platform enables flexibility in organisations call flows.
- Reporting solutions are very good.
- Call routing, if designed in efficient way by separate customer data layer, it works with great flexibility.
- With SCI management layer is easy to manage.
- Great routing flexibility.
- IVR solutions by studio and composer.
- Stat tables for business hours can be designed in better way.
March 28, 2023
Sad the Genesys Engage is going to be Discontinued
We use it for all contact center voice, email and chat applications.
- Exceptional routing for all channels
- very versatile
- The metrics for the contact center stats are very detailed and able to generate very versatile views
- Revive it from the discontinued status
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.
- Deliver great customer experiences
- Help your employees soar
- Achieve your business outcomes
- Troubleshooting.
- Migrate to to call center cloud.
- Use both cloud and on prime system together is complicated.
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.
- Basic setup
- Simple design
- Basic UI
- Minimal funcitonality
- Needs love and investment from developers to make it better
- Not adaptable or extendable
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.
- 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 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.
- 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.
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.
- Multimedia integrations
- Fast UI
- Reusable modules
- Logging
- Multi component interaction session maps
- Audio quality troubleshooting issues
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
- 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
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.
- 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.
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.
- 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
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.
- Agent desktop
- Call-back feature
- work from anywhere
- easy management of agents
- More technical tutorials and courses
- Mobile app needs more features and GUI improvement
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.
- 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.
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 .
- 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
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.
- 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.
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...).
- Call volume forecasting.
- Staff scheduling and allocations.
- Staffing requirements for chat.
- UI does not feel modern.
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.
- 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.
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.
- 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.
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.
- An easy to manage platform.
- Ease of use by employees.
- Great integration and modules available.
- More documentation on how to use.
- It would be good a basic step by step to set up your basic laboratory.
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.
- Toast - data dips into CRM.
- Multichannel routing.
- GCXI reporting.
- WFM
- Speech Analytics
October 19, 2021
Big and complicated for big and complicated companies
I've supported and managed at least a dozen Genesys Engage platforms ranging from 500 to 2,500 agents. The companies I've worked with used it primarily to route and answer inbound customer calls. Some organizations have used it to route other types of interactions like email and chat, but those tended to be niche use cases put forward by brave business leaders who weren't afraid of change.
- Scale to support large agent populations.
- Scale to support large call volumes.
- Highly flexible in interaction flow design.
- Administration of interaction flows is incredibly complex.
- Environment upgrades are incredibly complex.
June 25, 2021
Practical solution for today's CX needs
We used Genesys to manage all incoming interactions for voice, email and chat for our 4 calls centers from end consumers and trade customers. We also currently use Proactive Notification to inform customers of reschedules, replacement orders, and order confirmation. Genesys Workforce Management is used to manage employees schedules. Other Genesys products used are Alto, SpeechMiner, GCXI, GI2, Callback, and more. We leverage these systems to be on a singular platform, enabling quick communication across teams.
- Cloud environment
- New features and upgrades
- Omni channel experiences
- Speed of implementing new ideas
- Forum for suggesting new ideas
- CARE team responsiveness
- Genesys documentation/videos
June 03, 2021
A good solution for complex problems
The Genesys Engage modules are used in all areas of the Contact Center in NOS, from technical support, to collections, financial, commercial, churn.
It is used for self service as well as for the assisted services. It addresses the problem of integration of the customer information data among the different channels and the different teams and applications.
It is used for self service as well as for the assisted services. It addresses the problem of integration of the customer information data among the different channels and the different teams and applications.
- Call Routing - very reach set of features for call routing and attaching information to the calls.
- Reporting - very powerful detailed reporting with good integration capabilities with the customer data warehouse and Big Data.
- Self service - very good set of features for implementation of IVR flows with integration of customer databases and external services.
- Reporting - usually the out-of-box reporting functionalities is weak for the more complex organization, therefore requiring a higher level of customization.
- Outbound campaigns - some features of the outbound campaigns were not improved for a long time and the high availability solution has some faults.
- Management complexity - the platform for big installations may get quite complex with several servers requiring a lot of management attention and a big technical team.
April 15, 2021
Genesys PE Cloud lives up to the hype
We are currently using Genesys Engage within our consumer services division. We will be expanding its use throughout the organization in the coming months. We are using Genesys Engage to improve customer engagement, reduce human-agent interaction, and reduce call handle time. Our existing interactive voice response (IVR) system is outdated, and this is primarily a modernization effort.
- Routing
- Third-party intergrations
- AI
- Audit logging
- Systems support
- Cloud support
November 18, 2020
Complete suite for integrations
Genesys Engage (formerly PureEngage) is installed companywide and on a global scale. We have offices for our CC employees around the globe and have one platform to accommodate all. This has the advantage over the older solution where there was a separate solution in every region. The current solution lowers maintenance effort and costs and provides a unified customer experience in all countries.
- Flexibility to provide solutions for problems
- Integration with other applications is seamless
- User provisioning can be automated with ease
- Steep learning curve to administer and implement the system
- Routing scripts can be complex
October 16, 2020
Genesys is the large call center's best friend
Score 9 out of 10
Vetted Review
Verified User
We use Genesys today to handle/distribute calls from more than 100 IVRs to a pool of 3000+ agents. We currently use DTMF only but we are planning to migrate to a speech enabled system soon. We also use Genesys Workforce Management for most of the agents which is a great asset to help them manage their staffing.
- Workforce Management
- Windows install & Linux install
- Speech integration
- License management
- Reporting