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.
Sad the Genesys Engage is going to be Discontinued
My review of Genesys Multicloud CX
Working as a Support Analyst Consultant of Cloud CX since a year and a half
Genesys Multicloud CX
Basic needs fulfilled and easy to use
Genesys by Know How SA a partner from Paraguay
Genesys Multicloud CX - Beyond the Cloud
Genesys for Sales
Muli-Cloud deployment a step in the right direction
Genesys Multicloud CX solution
Learnings of moving to Genesys Multicloud CX
New to Genesys, but liking it
If you want the best, there is really only one option.
Genesys Multicloud CX at Work
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Interactive voice response (106)9.999%
- Warm transfer (105)9.999%
- Agent dashboard (109)9.898%
- Multichannel integration (105)9.797%
Reviewer Pros & Cons
Pricing
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.
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Would you like us to let the vendor know that you want pricing?
3 people also want pricing
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.
Features
Contact Center Software
Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.
- 9.8Agent dashboard(109) Ratings
Enables agents to track and view their individual and team performance.
- 9.9Validate callers(96) Ratings
Authenticates inbound callers with a customer ID.
- 9.1Outbound response(99) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 8.2Call forwarding(89) Ratings
Forwarding of calls to the appropriate agents.
- 9.1Click-to-call (CTC)(83) Ratings
Allows one-click calling for agents.
- 9.9Warm transfer(105) Ratings
Allows current agent to speak with new agent before call is transferred.
- 9.3Predictive dialing(81) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 9.9Interactive voice response(106) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 9.8REST APIs(99) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 8.9Call scripts(75) Ratings
Providing agents with a predefined conversation script.
- 9.8Call tracking(103) Ratings
Enables agents and managers to see the origin of the call.
- 9.7Multichannel integration(105) Ratings
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
- 5.4CRM software integration(99) Ratings
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
- 9Inbound call routing(100) Ratings
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 9.8Omnichannel inbound routing(92) Ratings
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 9Recording(80) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 8.2Quality management(80) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 8.2Call analytics(88) Ratings
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
- 9.8Historical reporting(103) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 8.9Live reporting(100) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 6.8Customer surveys(64) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 7.2Customer interaction analytics(73) Ratings
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is Genesys Multicloud CX (discontinued)?
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
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
Comparisons
Compare with
Reviews and Ratings
(343)Attribute Ratings
- 8Likelihood to Renew26 ratings
- 8Availability4 ratings
- 7.1Performance4 ratings
- 6.9Usability18 ratings
- 8.7Support Rating21 ratings
- 7.3Online Training2 ratings
- 8.1In-Person Training3 ratings
- 3.8Implementation Rating11 ratings
- 6.5Configurability3 ratings
- 7.3Product Scalability4 ratings
- 2.2Ease of integration4 ratings
- 7.3Vendor pre-sale2 ratings
- 7.3Vendor post-sale2 ratings
Reviews
(26-50 of 103)Why Genesys Engage?
1. To form the new target to improve customer experience and enrich the core service in various ways as a digital transformation project. This canNOT be done using the existing platform, considering the impact of recent digitalization on the Banking environment. People are using apps/web more than going to the branch.
2. One unified platform to serve the entire CTBC group (and sub-companies). The management team just finds it is hard to share the technology or service because various platforms had been used among the group. This will be a good chance to see improvement through this change.
After a 2-year survey, they chose Genesys Engage as the platform for us and started a 2.5-year transformation project.
- Omni channel routing, voice, 3rd-party chat, 3rd-party video, email are included.
- Amazing Genesys Pulse reflects the current stats in real-time.
- Open SIP standard helps CTBC during the COVID-19 pandemic.
- Active call recording architecture free the contact center location.
- Voice bot AI adoption in following integration, GVP doing well.
- Need an experienced team member run the project.
- To archive omni channel, you need to set up a team to design it.
A less appropriate case would be where you need something simple. It's complicated. Genesys Engage really fits into the scrum method to roll out the service.
Overall, Genesys call center suite is great, giving developers the opportunity to learn and grow
Genesys Engage is our call center suite and being used across the board.
- Handle voice interactions - customers initiate calls and get delivered to call center agents based on customer intent
- Handle non-voice interaction - chat, email, SMS etc. interactions from customers to bot or real agents
- Manage customer journey for entire conversation
- Realtime and historical reporting
- Rich functionality and features
- Product can be customized to meet different business demands
- Documentation and technical support are well organized
- Hardware demand is high for enterprise. The move moment towards cloud infra is the better strategy
- Some core applications such as configuration DB, TServer etc. are not natively support active-active running mode across multiple data centers
- Real time latency across data centers is always a concern. Not sure if it can get better when migrate apps in cloud
Genesys Engage has been consistently great
- Reporting
- Ease to copy existing objects when adding new users, groups, etc.
- Variety of tools to administer the environment (legacy and new)
- Consolidation of all capabilities into each management tool--some functions are available in one tool but not another
- Tighter integration of Genesys-acquired apps (namely iWD, GMS) into the overall solution--currently they seem very bolted-on instead of baked-in.
- iWD is too scattered across GRE, Composer, and objects--there needs to be a more consistent flow of logic within fewer areas (not jumping through different apps to perform actions)
We recommend Genesys PureEngage!
- Technical expertise.
- Support system.
- Product system is a little bit difficult to understand.
PureEngage Review
- Routing.
- Omnichannel.
- Social media.
- Product vision.
- Analytics.
Review from a 7-year user
- It creates a dynamic customer experience.
- It reaches out to users in multiple platforms.
- Customer support.
- More opportunities to expand Genesys knowledge.
Review of Genesys PureEngage
- Communication with Salesforce tickets and working on a resolution with high priority tickets.
- Resources of knowledgeable people to assist with growing and upgrading our system.
- Many articles for a self-teaching knowledge base if you want to try something on your own.
- There are some key features more specific to Genesys email that need improvements that did not come out of box, such as being able to complete multiple emails at once, threading emails, and how many emails you are able to view regardless of the actual quantity.
- We recently had a Designer upgrade, but we are still missing the functionality of not being able to schedule meeting times - we still have to manually change the flag for the meeting start and end.
- GCXI is not as consistent as I would hope, lots of trial and error with different values with very little description for the separate options. Instead of pre-selecting which values would work with the type of report, it shows all and you have to try each one and wait for it to error out.
We had ECRM previously, where you handled emails completely differently; I personally don't see a difference in productivity between Genesys and CRM, as neither had threading. At least you could switch email boxes yourself in CRM whereas now with Genesys you have to wait for an admin to skill you for that.
CX is Genesys PureEngage
- I like the product that's why we have changed from IN-IN (former name of Genesys Connect) to Genesys Engage.
- The services we're taking from the vendor is also satisfying.
- Genesys Support is also good.
- Genesys support side took some time to solve issues, maybe it can be improved.
- Other than this, real-time reporting should be improved as well, CCPulse or Pulse isn't efficient for us.
- License price
Genesys PureEngage - My point of view.
- Data, data, data! The Infomart solution is our holistic data solution for the contact center. It tracks the interaction from A to Z and provides the organization with a complete view of its call center interactions.
- Ease of use. It's so easy to develop, to configure, or just view the objects in the product.
- Standard integration with WS, DB, and other third-party apps.
- From recent versions, the real-time monitor is an up to date UI, with enhanced features to the classic engine of the stat server and ccpulse.
- Pricing. Unfortunately, many of the areas that can be covered by a complete contact center solution were taken by small vendors and products, primarily because of the high prices.
- Multimedia, social networks, desktop solutions, and even dialer & callback solutions are integrated into the main CTI environment in a way that makes it hard to analyze and sometimes reduces efficiency.
- Callback and VHT solution. It's about time they provide a better solution for this, based on a clear product strategy and without the need to be a scientist to understand it and manage it properly.
- Come to us more. I hardly see Genesys professionals in Israel.
Genesys PureEngage Review
- Provides a centralized platform for all our needs.
- Provides a Centralized tool for historical and real-time reporting.
- An easier way to manage routing and reporting.
- Easy to manage.
- Provide full access to a list of possible error codes.
- Information is scattered around and not as centralized. Docs are very useful however it is combined with the user, supervisor, and technical guides.
- Would be good to have a complete configuration guide for all tools.
5 stars, would invest again!
- The Intelligent Automation product is very useful, it's allowed us to double our automation performance in the past year working with our existing integration points.
- The attached data model is very useful for enhancing our core data set with contact info and provides a great view of performance.
- The universal desktop product has helped us launch additional channels with a large number of advisors with minimal training overhead, once they'd been trained in one channel cross-skilling to others is easy.
- Some of the products are only loosely integrated at the moment - causing us some common mistakes with things like typos between systems causing things to go wrong.
- Some of the limitations in terms of licenses or ports feel arbitrary, and we don't have views available when we're reaching capacity limits in these areas.
- We've used a third-party workforce management solution (NICE) which causes us some complexity! your third party integration could be better in some cases, although I understand the commercial reasons for favoring your own offering.
You won't regret using PureEngage
Collection: With around 1000 agents, doing different campaigns from early, medium and late delinquency, using a predictive dialing majority.
Marketing: Advertising products, telling our customers that they have a credit line available and that their credit line has been authorized.
Sales: Helping customers finish their online sales.
The primary problem that we have is controlling the dialing ratio between our different services, sometimes we over-dial, making the platform crash, but we are able to get it back up and running very quickly.
Another issue we have is the correct use for the call treatments, to use them correctly and be able to dial all the phones we put into our database.
- It is easy to create a campaign, configure it, and put it in production.
- Through CCPulse, it is easy to follow the campaign statistics and be able to make changes to our strategies.
- We are able to know all of our KPI, with detail of every interaction of every campaign.
- Make it easier to create CCPulse dashboards.
- Easier integration between InfoMart and an external BI.
- Better integration with in house CRM.
Genesys PureEnage, A Cut Above the Competition!
- Having used solutions from Aspect and NICE, I feel that Genesys Engage is more user-friendly and does a great job at accurately forecasting interaction volume. Schedule optimization is something Genesys Engage does really well.
- Genesys Engage reports are easy to consume, allowing senior management insights into the health of the business and contact center. Many of our strategic decisions are made using reports from Genesys Engage.
- Real-time queue and agent monitoring ensure that we have adequate support coverage across all intervals.
- I feel that combining Configuration Utility to WFM has resulted in user frustration and made WFM more cumbersome. WFM and Configuration Utility were best left as separate applications.
- I would like to see more flexibility in Pulse to allow reporting from external source. Currently Pulse can only display data from external source using the iFrame widget, which only accepts URLs.
- Interactive Insights is wonderful, but can be better if there are more choices for graphics. More often than not, my team has to export reports from Interactive Insights to Excel so that we can use the available charts for presentation.
Empower your Enterprise through PureEngage: The Gateway of Knowledge for All-Things Genesys
- I like the Dashboard where the key features that I use are available in easy to read links.
- There is a wealth of Genesys application and framework knowledge available through Genesys Engage. Things I never even thought to ask about are covered in a complete user manual, installation manual and sometimes troubleshooting or development manuals.
- The latest software applications are available for download, with easy to find release documentation—a must-read for upgrade projects!
- The Knowledge search has a low hit score when looking for specific errors or application configurations. It would be great if error message phrases were indexed to the correct instruction manual.
- I get excited to read about user issues that were resolved, and I am really glad that Engage is including those incidents. However, too many times I find unanswered issues or issues with solutions having an inadequate explanation.
GenesysPureEngage Rules
- Possibilities to integrate with a legacy system are easy
- You can customize the routing strategy in a lot of ways
- Stability
- User Interface: Genesys Administrator is an old platform and is not user-friendly for configuration.
- Outbound is missing a lot of basic features and campaign administration is too complex for a business user.
- Sometimes Genesys is linked to third-party software that is not always stable.
1) Customer journey and contextual routing
2) Integration with a legacy system
Less appropriate:
1) Outbound
2) User administration
My Genesys PureEngage Review
- Integration with SRM
- Dialing tools
- Handling different interaction types simultaneously
- Genesys needs to pick up the pace with application upgrades. We see more and more issues with Genesys applications falling behind the operating systems versions. We need more apps to be ready for the latest server OC models. There is a lag.
- There seems to be constant unrest with the management application platform, CME, SCI, Genesys administrator, GAX, then GAX plugins, then a move away from plugins. We would like one stable management platform that encompasses ALL aspects of management within the contact center.
- Real-time reporting deficiencies with Genesys pulse web. this application cannot live up to CCPulse with respect to flexibility of views. Pulse web was a plugin now it's not a plugin any longer. constant movement, we finally get pulse web plugin onto production, 6 months later these something supposedly better.
Genesys Pure Engage Platform Review
- Data integration - Flexible SDKs/APIs
- High Availabiliy and Redundancy of components.
- Configuration management is clean and simple to follow.
- Difficult to build complete end-to-end automation of deployment.
- Genesys Framework Alerting functionality is flexible, but overly complicated to manage. Needs ability to mass deploy alerts.
- SIP server feature functionality feels limited and requires using router to build in what in many switches are basic functions.
Genesys PureEngage viewpoint
- Robust platform and support
- Premise and Cloud - scalable
- Recent integration with AI / hybrid solution are a good sell with several clients reluctant to move to Genesys Cloud
- PureEngage - possible AI integration on premise? many clients want to integrate with AI but have limited on-prem options
- Tighter integration with Amazon / Google AI
One Source of Truth Means Data You Can Trust
While the main users of the platform are the team members at our Client Care, it is also in use throughout the enterprise for smaller phone or chat needs.
Genesys Engage Cloud allows us to consolidate all customer interactions coming in to our queues into one experience and one customer journey, with the data to track it all.
- Interaction routing
- Integration of different available elements
- Speech analytics
- Genesys customer care is quite siloed and often speaks in very technical jargon to end business users
- Workforce Management is not HTML5 enabled
- Reporting in Designer and Speechminer is in UTC time zone, which is not relevant to everyone else.
It is less appropriate for teams that take customer calls but who don't want to function like a call centre in some capacity. Genesys Engage is very much meant for call centre mindsets, and you have to do things like change your availability status when you leave your desk, etc.
- Great flexibility within routing which allows to implement also very complex scenarios.
- Integration of work-item distribution in the same way as all other media.
- Nearly endless scaling possibility for very, very large solutions.
- Documentation of the WDE customizing possibilities with Plugins and usage of internal functions. In many cases, you see just the parameter names of function calls without any description.
- The outbound solution urgently needs improvement with regard to import possibilities and call bleeding. Call blending in this context means that the agent can switch to outbound record handling in WDE when a customer that missed an outbound campaign call is calling back.
- Compared to the old configuration manager the basic administration with GAX is painful, especially when working on Annex values and options.
NextGen Genesys
- Works well for larger organisation
- Provisioning is very fast & easy
- High Availability
- Be cautious during changes as we faced few outages due to recent changes on the side of Genesys.
- Keep customers very informed about upcoming releases and its impact.
- Share the products documents with customers in PDF...E-book is not a preferred option!
PureEngage review
- Openness of the platform: Genesys Engage provides many APIs for various integrations.
- Best routing: Genesys Engage allows us to handle the most number of channels in a single routing engine in the industry.
- Leader: Genesys Engage has been the leader in the industry for contact center platforms.
- Complexity
- Cost
Call Center efficiencies through Genesys PureEngage
- Highly configurable and scalable skills-based routing enabling business rules-driven routing.
- Custom historical and real-time reporting.
- Enabled streamlined technology centralization and standardization support high availability and infrastructure stability.
- Consolidation of databases across product suites.
- Single sign-on across application interfaces.
- Improved toolsets for trouble-shooting and performance monitoring.
- Our GVP applications are stable and work very well.
- Our routing engine also works well.
- Call center associates seem to be happy with the WDE interface.
- The Genesys platform is really complex. It has a lot of moving parts which makes it hard to support sometimes.
Genesys Pure Engage is the future
- Quick support
- Quick implementation
- Scalability is easy
- SLA on submitted tickets
- A better customer experience for clients