Genesys Contact Center Porfolio
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Overview
What is Genesys Multicloud CX (discontinued)?
Genesys Multicloud CX (formerly Genesys Engage, or PureEngage) is the Genesys customer engagement platform for enterprises. It is designed to be flexible for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations.
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Popular Features
- Interactive voice response (106)9.999%
- Warm transfer (105)9.999%
- Agent dashboard (109)9.898%
- Multichannel integration (105)9.797%
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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
(51-75 of 103)Companies can't remove reviews or game the system. Here's why
June 04, 2019
Genesys is a best-in-class Call Center product.
We have been using Genesys as our call center solution for 5+ years and are very happy with the support we receive in regards to their products. Technicians are quite knowledgeable and working sessions tend to produce great results. The Genesys application itself has been very reliable and is definitely one of our largest revenue-impacting applications. Without Genesys, our Sales Team would face real challenges.
- Customized greetings and announcements
- Intelligent call routing
- Excellent support
- Pricing could be better
May 30, 2019
An asset for CX
In my organization Genesys Engage is being used as a workforce management tool. It helps us determine the call rate, the state of our agents, and give us a bigger picture of CSD.
- On-time updates.
- I'd like a mobile app to monitor workforce management and agents.
May 28, 2019
PureEngage, big boss of contact centers
My role in my present organization is to design scalable, resilient, high performing and feature-rich contact center solutions. Often the customers are external. However, given the scale of my organization, a large deployment was done to cover the needs of a handful of business units.
With the growing number of ways in which people connect with each other, our customers are constantly looking for opportunities to make their end-customers' experiences smooth and seamless. This requires being able to maintain the context of customer conversations regardless of the mode they choose, and to integrate closely with information systems to personalize their experience.
Genesys Engage is like a Swiss Army knife of contact center solutions. It has an elaborate, industry-leading technical offering, which is complemented by a support structure second to none. Combining the ease of integration, even with legacy systems, provides us the confidence to address those business needs.
With the growing number of ways in which people connect with each other, our customers are constantly looking for opportunities to make their end-customers' experiences smooth and seamless. This requires being able to maintain the context of customer conversations regardless of the mode they choose, and to integrate closely with information systems to personalize their experience.
Genesys Engage is like a Swiss Army knife of contact center solutions. It has an elaborate, industry-leading technical offering, which is complemented by a support structure second to none. Combining the ease of integration, even with legacy systems, provides us the confidence to address those business needs.
- Consistently rated as a leader in contact center space for past years helps partners and customers build confidence in the offering. This is of paramount essence during any deal sign-off.
- The continuous evolution of the product line to keep up with technology. Genesys Engage makes use of the latest advancements to improve the existing products and introduce new ones as required. Recently, Work Force Management suite got AI-backed algorithms to assist contact center managers in planning correctly.
- Seamless integration with customer systems helps us create a personalized experience for our customer and customer's customer. This includes integration with IT systems to automate mundane tasks such as login processes for users in a much more secure way. Recently, we successfully completed a pilot with a customer on the use of a BOT Gateway that can bridge customers with multiple AI BOTs seamlessly.
- At present, the user interfaces for various PureEngage applications, whether desktop or web-based, are a bit inconsistent. This includes basic functionality, like Single Sign-On, and the user interface look and feel.
- There's a need for mobile applications. Further effort is needed to create mobile apps for business managers (say to allow viewing contact center stats on the go), floor managers (approve leaves while away from the system), operational managers (get important notifications about system health and application status view) etc.
- There's a lack of turn-key designs/ solutions for customers that need the features, but do not have the volume of users to justify spending on multiple pieces of hardware.
May 16, 2019
Great product but always do your research and validate so you feel confident in your choice
It is being used across several departments and over 1000 users. We've solved multiple vendor issues as well as outbound call notification issues.
- Email/phone routing to one agent.
- Ease of chat widget creation.
- Customer service.
- Helping companies really understand change management.
- Really focusing on what are the gaps from moving from current solutions to new solution vs well you won't be able to do that anymore.
April 16, 2019
Genesys PureEngage Review
I have been working with Genesys for last 2 years. We are using Genesys Engage with almost all components. We use it globally in our organization for contact centers to handle customer queries in different time zones and different languages. Genesys Engage applications like Pulse, Datamart, GAX, WFM and Verint are used by various departments.
We have achieved moving the overflow of calls from one site to another based on the best target available according to skills available to attend the call, which allows for the presence of our agents 24/7.
Genesys WFM solution helped supervisors to manage and create agents’ skills and enhance their productivity by using the performance and adherence capture. We use Genesys IVR and Customer data display for WDE. It allows agents to recognize customers by their name and category to delight the customer. These are some of the great achievements that have helped us to achieve great productivity for the agents.
- WDE customization and Intelligent routing is one the best advantages.
- Genesys WFM solution for forecasting, scheduling and performance reports.
- Real time performance monitoring.
- Reporting integration with other reporting systems.
- Performing changes on new GAX interface is not as easy as CME. Search is really complicated.
- Genesys should research and explore more methods on HA capabilities of components like Stat Server.
April 10, 2019
PureEngage - Complete CX platform
We are using the Genesys Engage platform in our contact center division. This platform is being used to connect to our clients for any Client Support and even for targeting new prospects. This is integrated with our CRM solution. This tool gives a complete view of our customer interaction via voice, email, or chat, and hence is a 360-degree view of our customer touchpoints.
- Genesys Engage is a very strong CX platform to connect to clients on Voice. It provides a single platform to manage all your interactions.
- Genesys Engage gives you OmniChannel features and is an open platform to connect to all kinds of new age ChatBots and Voice Bots.
- It works very well in a Hybrid Environment and integrates well with Enterprise applications.
- Genesys Engage is quite open to changes in terms of Customization, which can lead to setting up complex environments which are a bit difficult to change.
- Genesys Engage is feature rich, but needs a lot of Server Footprint to run the show.
- Genesys Engage has its own voice recording, which may not be extended to other platforms.
April 06, 2019
Simple and brilliant
Genesys Engage is being used across whole organization, distributed across 4 different countries and several different departments with 3500+ seats and all the channels offered by Genesys.
We recommend the solution because we are a banking and finance providing company, and Genesys Engage enables us to run Genesys within our own premises on our own terms and conditions through our compliency strategy.
- Compliant with finance market regulations
- Multichannel enabled with different flavours
- Support for integration with other platforms
- Huge echo system around
- Sip endpoint based environment using Sip proxy
- Gem solution more American then European
- Including more social media based support like WhatsApp
Genesys Engage has allowed us to consolidate multiple telephony solutions into a single, in-house solution. This provides our organization with a better level of visibility and agility, and our agents and customers with a better user experience.
- Real-time performance views
- Contact information provided to agent - agent and customer experience
- System up-time
- Historical reporting - can be difficult to navigate or integrate with other reporting software
- QA tool does not allow for entry of coaching details
- Voice recognition calibration is poor
March 26, 2019
Genesys PureEngage: The leader of Contact Centers
At Intracom Telecom, we are using Genesys Engage with almost all components. Intracom Telecom is the leading company for Call Center technologies in Greece and abroad. Therefore, if there's a new application or new Genesys module, we train and implement it officially for our customers.
We also implement Proactive Chat and Genesys Outbound in order to increase customer experience for our customers. We create proper supervisor processes in order to manage Agent's shifts using Genesys WFM. Agent or call based issues are being solved using InfoMart and Interactive Insights reporting. Genesys IVR for enhanced capabilities is also being used in order to design dynamic IVR functions. This is achieved using powerful routing strategies for voice media channels.
Concluding, we use all solutions from Genesys (SIP, E-services, GVP, Routing, WFM, Outbound etc) and it addresses all kinds of problems that have relation to VoIP calls and Contact Centers in general.
We also implement Proactive Chat and Genesys Outbound in order to increase customer experience for our customers. We create proper supervisor processes in order to manage Agent's shifts using Genesys WFM. Agent or call based issues are being solved using InfoMart and Interactive Insights reporting. Genesys IVR for enhanced capabilities is also being used in order to design dynamic IVR functions. This is achieved using powerful routing strategies for voice media channels.
Concluding, we use all solutions from Genesys (SIP, E-services, GVP, Routing, WFM, Outbound etc) and it addresses all kinds of problems that have relation to VoIP calls and Contact Centers in general.
- Tremendous options for customizing to fit any possible business scenario.
- You don't have to buy everything, just the components you need and add them to the current configuration.
- There are constant reviews, updates, and hotfixes.
- Ability to integrate with pre-existing platforms
- There should be more practical examples of how to use their functionalities.
- Licenses price.
March 21, 2019
Why PureEngage Remains A Market Leader
I have been working with Genesys for almost 11 years now. Genesys Engage solution is a proven and efficient customer relationship management platform. Its ability to integrate with other solutions is impeccable. We once developed a routing recommendation engine using other Genesys APIs to make use of the historical statistics of the agent and customer to a perfect matching. The custom-developed application is based on some metrics and calculations and arrives at a number which again is derived from how soon the agent is going to available or how efficiently the agent is going to handle is this customer. The ability to deploy such complex solution was amazing. It would not have been possible without Genesys Engage solutions.
- VHT as a stand alone model can be easily plugged into to the current call routing with minimal changes and it works like charm.
- Platform SDKs are a powerful tool that help integrate with other third party solutions or to build custom made applications.
- The whole routing solution is amazing . With user friendly composer, you have the option of building both VRUs and routing strategies. And, they are very easy to deploy.
- The level of details for report customization is another strong point.
- Complexity : Highly skilled engineers are required to deploy the solution.
- Troubleshooting with logs is still a pain. Its more of a recommendation to Genesys to come with some software that makes log retrieval easier.
- Very expensive.
March 20, 2019
Pure Engage:Product of Capabilties.
Genesys Engage is used globally in our organization for contact centers to handle customer queries in different time zones and different Languages. Genesys Engage applications like Pulse, Datamart, GAX, and Verint are used by various departments within the organization. With functionalities like intelligent routing, we have achieved moving the overflow of calls from one site to another based on the best target available, which allows the presence of our agents 24/7 with a variety of skills. With WDE customization, we are able to achieve the color coding of frequent interactions. Customer data display on WDE allows agents to recognize customers by their name and category to delight the customer. These some achievements and this solution have helped us to enhance the productivity of the agents by using the performance and adherence capture of the WFM solution.
- Intelligent routing capabilities.
- Speechstorm reports for customer journey and easy administration.
- WFM solution from Genesys for Forecasting, Scheduling and performance reports.
- WDE customization and platform SDKs.
- WDE client and sip endpoint need to be more tightly coupled as both are very sensitive to network fluctuations.
- Performing changes on new GAX interface is not as easy as CME. Genesys should carry on their research on a client like CME, SCI, OCM etc.
- WFM objects should be associated as primary key and secondary key in DB. Sometimes deleting a calendar item or shift without any warning causes issues while running scenarios.
- Genesys should research and explore more methods on HA capabilities of components like Stat Server.
March 15, 2019
Genesys PureEngage
It is being used as the ACD system for the FAA's MyIT Service Center. Chickasaw is the contractor for the Help Desk. I use your program to gather and report call data on a daily, weekly, and monthly basis. Genesys is a powerful utility that makes my reporting duties much easier.
- Call data on the number of calls received.
- It allows me to report on calls expected vs actual calls presented and adjust baselines.
- Run reports on demand from the customer and turn around the finished product very quickly.
- I would like to be able to add search parameters in a much more user-friendly environment.
March 09, 2019
Next Generation Contact Center
The application provides hardware flexibility and almost any kinds of customization is possible in Genesys as per customer need.
- IVR customization and modification is more flexible.
- Routing parameter is end-user friendly.
- Integration with 3rd party applications I.e Twitter, Facebook, WhatsApp.
- Difficult to find training materials.
- A skilled user has been difficult to find.
- Audit functionality could be improved as it is not simple for the end user.
February 28, 2019
An all in one solution for your contact center
We use Genesys as an all in one solution for our Contact Center. In a nutshell, we have Inbound voice, outbound, chat, email, iWD, wfm, and reporting. Currently, our entire call center part of the contact center uses a Genesys product. Recently we have started to integrate the back office agents on to Genesys using iWD. I can give a specific about what problem we use iWD to address. Genesys has a product called iWD. This is used to route back office work to agents. Our company had a specific problem where they were not able to get reporting statistics on what their agents are doing. Traditionally, we started with a pull method. A bunch of forms gets loaded into a central location. Agents go in there and start working of the forms. At the end of the day, they know agent 1 completed 20 forms and agent 2 completed 15 forms, etc. What this can't tell them is how long did this form take to complete, what is the average handle time for this form, etc. We implemented iWD to solve this issue. What this allowed us to do was to stop agents from cherry-picking forms and to give proper reporting statistics. This made a world of difference. The call center is now able to get real-time and historical reporting all the way down to the individual form that was submitted. Having access to this leads to much greater efficiencies. Along with the reporting, you are able to build rules associated with each form. It is extremely easy now to prioritize various forms over others so that you can meet deadlines and such. This has lead to an astonishing increase in the amount of work they are able to complete and has completely transformed the call center.
- Ability to use one solution. This gives your contact center a central location for things like routing and reporting.
- Support. Genesys has a top notch support center. Their support team is able to resolve issues very quickly and can help you if you get stuck while developing something new.
- Variation. I really enjoy the various products they have. Since I directly develop for these application at our company, this keeps my job interesting. Every so often, we come across a new product they offer that sounds like it will be perfect for us. This keeps my job fresh and interesting.
- Becoming an expert. If you are new to Genesys, trying to learn all the various parts is a very difficult task. Using Genesys PS is a treat, but trying to do anything yourself will require expertise.
- More specific training. I don't know if this is possible, but I would really appreciate if they were able to provide training directly in your environment. Since all companies are different, it is hard to have a single training that applies to everyone.
February 27, 2019
The Enterprise Interacting Management Backbone
Genesys is the middleware backbone for our entire global customer interaction management system. We use Genesys to handle, manage and deliver our members (and guests) questions, concerns, and requests to some 7000+ agents scattered across the globe. Genesys also provides the 'glue' to integrate into many enterprise systems that provide data or need updates based upon the nature of these interactions.
- Genesys is more of a highly capable framework of components that can be connected and scaled to meet most any performance requirement. There never seems to be any limitation as to how large or small an entire system can be configured and assembled to meet a set of requirements
- Unlike many other competing systems, the open-ended flexibility in configuring routing is the best, bar none. Pretty much whatever integration points and routing logic you can dream up, you can build it in Genesys; there is no practical limitation.
- Technical support at Genesys is also very versed in the capability of their software and seem to be able to understand how it can and has been used by its customers. This provides us developers with a source of online information and support that helps make creating solutions less worrisome.
- The wealth of documentation is impressive and comprehensive. One area to improve might be in more practical examples of configurations that demonstrate how to use features. The definitions of the options/settings may exist but there are examples where putting them all together, into a working solution are missing or light.
- More videos like those for GRS configuration would be great in describing new products and how to use features.
- One trivial request, the support site seems to always ask for PureEngage versus PureConnect when looking for documentation. To me, it doesn't really matter which one it is, but it seems like an extra layer that provides me no help.
February 19, 2019
Genesys PureEngage - The Future is Here
Enterprise contact center platform that manages and delivers voice calls, E-mail, and chat connectivity.
The platform is designed to handle current demand and predicted demand throughout the lifetime, and be scalable to facilitate expansion both in terms of volume usage and functionality. It's built as a multi-tenant platform.
Below are some key features:
1. The Speechstorm customer journey module helped to analyze the customer experience on IVR. Based on results, actions were taken to delight the customer with more self options to answer the queries and personalize IVR options based on selections done in the past.
2. Last Agent routing enabled faster resolution of queries as the customer doesn't have to explain the problem again, which in turn decreased the AHT.
The platform is designed to handle current demand and predicted demand throughout the lifetime, and be scalable to facilitate expansion both in terms of volume usage and functionality. It's built as a multi-tenant platform.
Below are some key features:
1. The Speechstorm customer journey module helped to analyze the customer experience on IVR. Based on results, actions were taken to delight the customer with more self options to answer the queries and personalize IVR options based on selections done in the past.
2. Last Agent routing enabled faster resolution of queries as the customer doesn't have to explain the problem again, which in turn decreased the AHT.
- Routing Capabilities. Complex Routing Techniques like Intersite routing, Last Agent Routing etc.
- Integration with Third Party services (APIs, TIBCO etc). SDKs for Stat Server and integration with other products like Verint.
- WFM Solution is the most efficient tool for the scheduling, forecasting, and reporting of the contact center. No extra third-party components were needed for integration.
- SpeechStorm IVR call flows and Customer Journey. The self-service analytics made by using Speechstorm reports.
- Discontinuation of old school tools like CME, SCI, OCM etc. Genesys should continue their research on the old school products which were more comfortable and user-friendly to work with.
- Genesys should introduce more in-house troubleshooting tools like Kazimir. There should be improvements to SIP log Visualiser.
- Genesys' offered Workspace Desktop Client should be less sensitive to network Packet Drops. Genesys should make thick client applications deployed via a standard method like clicking on Install only.
February 15, 2019
Genesys : Computer to Telephony Integration Solution Provider
After my Bachelor degree I got placed in an MNC and got selected one of the Premier Clients where I was introduced to Genesys: Contact Center Solution Provided based on the features of the Customer Interaction Management Platform. Over these years I have got the opportunity for working in Genesys environments. I have seen how Genesys evolved and its main idea of providing exceptional customer services with intelligent routing. I have got an opportunity to work with Legacy Genesys products like Voice Treatment Option which was to used to configure the Prompts and later worked on Stream Manager environment where the music and prompts were placed in the installable folder and Configuring the Strategy using the Interaction Routing Designer Now currently working on MCP and in future I will be working on the GVP product Used the development interfaces like the Genesys Proprietary IRD and also plugin based on Eclipse - Composer Had the chance to work on Genesys versions 7.2,7.6,8.1,8.5 It is being used as the Customer Service for voice, email,Chat architecture of the organization It address the customer enquirers, their issues and product information, placing orders, status info etc..
- Intelligent Routing
- Integration with CRM Platforms
- Customization and Custom SDK's
- There are no cons as far my journey with Genesys so far
- Genesys has always been competitive with the current trend and always up-to date. When the sudden raise of Cloud technologies evolved in the market - Genesys has come with the Pure Connect and Pure Cloud Platforms. It has also started implementing the Artificial Intelligence technology integration with Genesys.
February 15, 2019
PureEngage is Miles Ahead of Others
Genesys Engage is amazing! To have the ability to have one system package to process voice calls, route based on your company skill sets, and report statistics is truly beneficial to a successful corporate model. When comparing it to other software in this market, Genesys Engage is miles ahead of everyone else.
- Spoken IVR Routing - It is a time saver not only for customers, but for also developers. With it, customers can just speak their product instead of having to go through a long menu of options
- The additional enhancements that can be paired with it, such as Genesys Callback and GMS, are amazing! We have now integrated Genesys Callback, and because of it, we have tripled our customer's capability to schedule return calls and connect them to someone who can help them instead of the call just rolling over to whomever is next in line.
- Reviewing real time statistics is easy when using Genesys Pulse! The best part is that the resource demand to use it is minimal as it is web based. Other real time statistic systems are program based, which drives down the performance of your computer. But not with Genesys Pulse!
- I would like to see more flexibility with what reports can be run out of Genesys WFM Web Supervisor. Currently, you can only run what is provided within the system.
February 15, 2019
Genesys SoundBite Review
Collections and Recovery department for contacting customers with past due loans.
- Support staff is friendly
- Requesting programming changes is usually simple and easy and turnaround times are reasonable.
- UI is easy to navigate
- Very little self service options - almost everything has to be done by a Genesys PS resource.
- Customer Care technicians appear to know very little about the system. Tickets require seemingly endless examples of an issue before the issue is resolved, and the resolution is often not satisfying. They seem to know next to nothing about what the values in their reporting data mean.
- We had to build our own custom reporting using raw data dumps from the Genesys system because we weren't satisfied with any of the Genesys canned reporting or the real-time dashboard reporting in the Account Manager UI. We also did not want to have to go to Genesys every time we wanted to make a change or update our reporting logic.
- After a few years with the product, we're still struggling to understand our reporting. As we learn more about it, we also continue to sniff out potential problems with our setup or scripts.
- I recommend avoiding the SoundBite product all together. The architecture isn't the same as their main offerings and is extremely limited on features.
February 13, 2019
Innovative and reliable platform!
Genesys Engage platform is used across 4 Nordic countries by over 6000 agents in different departments and areas, helping with the omnichannel customer journey. It is helping with our customer support on mobile and netbank applications, providing rapid responses on secure chat, email, and pre-authenticated voice. It powers the voice portal for customers with authentication, our IT helpdesk for internal employees and many more instances.
- Power of Omnichannel Contact - You will have the entire conversation whether it started on voice, continued on chat and ended on email.
- Powerful Interaction Routing - to the right skilled agent and a lot of optimization on resources.
- Tremendous options for customizing to fit any possible business scenario.
- Automatic updates for Genesys PureEngage components - like Microsoft updates for example.
- More HA HotStandby components for seamless switchovers.
Genesys Engage Cloud is being used across multiple business units within Whirlpool across north and central America. The main business problem Genesys addresses is archaic and inefficient routing strategies. Genesys gives us the ability to intelligently route interactions in any channel we use(voice, email, chat, etc). This creates efficiencies and ensures as new channels present themselves we are able to handle them. This also allows us to be more efficient with our employees. Before Genesys someone working chat might have down time where they could help with voice that was never utilized. Genesys can see this downtime and whether or not the employee can help with that particular phone call so that we are more efficient with our time.
- Routing - The Genesys bread and butter and where they really excel is their ability to get customers to agents who are equipped to help them quickly. The ability for this routing to also take place across channel allows you to consolidate systems that would otherwise have to work independently(with multiple routing strategies)
- Mobility - Genesys Engage Cloud, being a web based solution, allows for your work force to be mobile. A virtual agent a thousand miles away has the same experience as someone sitting in the office.
- Unity - The cloud suite makes it easier to consolidate vendors, allowing you to go from dozens of partners to just a handful.
- Cloud Stability - Being in the cloud, up-time and stability are dependent upon substantially more infrastructure than on-prem solutions, the vendors that manage the servers, and environmental factors.
- Communication between systems - Genesys has a full suite of CX tools, some of these tools were acquired through acquisitions and have not fully been integrated. This means some of the systems do not talk to others. This is important to ask about when looking at new solutions to consolidate vendors.
- Parity of cloud and premise services - Currently premise solutions support more features than the cloud based counterparts. The cloud service would benefit from having accessible APIs or services to bridge connection gaps and to provide much needed customization for businesses. Customer service is not a one size fits all business so adding features like this will help pull cloud forward.
January 23, 2019
An Unconventional Review
Genesys Engage is the telephony system of our company across the globe. We have this global set up which is multi-host, multi-site, single environment and single tenant. I would say this platform is quite complex because each and every component depends on each other and in fact, there are so many third-party services/software needed in order to fulfill such configuration/setup. In business, it may have some problems if there's a disturbance, an issue within the environment.
- Innovative
- Scalable
- Development
- Flexibility
- Many applications must be use to create, program or monitor a particular function.
- Not a user-friendly platform.
- There's a lot of requirements you need to troubleshoot a certain issue in any channels.
January 14, 2019
PureEngage review by dutch Engineer
Within our company, we currently use Genesys Engage for all contact center applications.
We currently use multiple solutions from Genesys next to the framework. Namely: SIP, E-services, GVP, Routing, WFM, GIR, Outbound etc.
Genesys is used by all departments that have contact with customers either by mail, chat, phone or web form.
We also use GIR for the recording of speech and WFM for workforce management.
We also use multiple applications for reporting.
We currently use multiple solutions from Genesys next to the framework. Namely: SIP, E-services, GVP, Routing, WFM, GIR, Outbound etc.
Genesys is used by all departments that have contact with customers either by mail, chat, phone or web form.
We also use GIR for the recording of speech and WFM for workforce management.
We also use multiple applications for reporting.
- Since Genesys is a complete solution with "building blocks" it's really flexible and can be used for almost all contact center uses. It has a wide application and everything needed can be added separately which is a big advantage.
- You don't have to buy everything, just the components you need and add them to the current configuration.
- Flexibility is the key within Genesys Engage. This makes it a really well working and customizable solution.
- Since it's so flexible, everything you want and need has to be configured. This can take some time since you need a good business plan to know what you want to achieve.
- A lot of time is needed for learning all the products! (expect ~2 years of training before you know the system well).
December 26, 2018
Genesys: the ONLY solution
Score 9 out of 10
Vetted Review
Verified User
Genesys Engage is being utilized across our entire organization, encompassing 5 different business units, to ensure we are working towards efficiency and intelligence in getting work to our people.
- Ability to integrate with pre-existing platforms
- Easy and efficient Omni-channel UX
- The ongoing administration of the system can get quite technical and requires a specialist to ensure continuity of the platform
- The out of the box reporting is not very broad and relies on having Interactive Insights of an external reporting system to get the most relevant information
December 18, 2018
PureEngage SMS integration
We currently have some of our Health Offerings integrated into the Genesys Engage system to send out automated SMS notifications to our client's patients on behalf of them. These notifications can be simple appointment reminders to health notifications to let the patient know that they are in need of some medical attention by a certain health provider.
- The reliability of the platform has been wonderful. Since our integration we have not seen any disruption in our services with the Genesys Engage platform.
- We have always received timely updates and resolution to any ticket that we may open and have questions about on a particular transaction that we submitted into the system.
- Insight into the platform logs would be beneficial to integration such as we have. We do not leverage a lot of the built-in functions but leverage the APIs heavily and it would be nice to be able to see dashboards built around the metrics of the APIs so you could trouble shoot some of your own issues without having to submit support tickets.