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Genesys Multicloud CX (discontinued)

Genesys Multicloud CX (discontinued)
Formerly Genesys Engage

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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Recent Reviews

Genesys for Sales

10 out of 10
June 30, 2022
Incentivized
We are able to run our operations into one single platform with Omnichannel capabilities, simplify operations management, increase …
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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

View all 22 features
  • Interactive voice response (106)
    9.9
    99%
  • Warm transfer (105)
    9.8
    98%
  • Agent dashboard (109)
    9.7
    97%
  • Multichannel integration (105)
    9.6
    96%

Reviewer Pros & Cons

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Pricing

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N/A
Unavailable

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
For the latest information on pricing, visithttps://www.genesys.com/platform/pureen…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Would you like us to let the vendor know that you want pricing?

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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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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.

9.1
Avg 8.4

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

8.6
Avg 8.3
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Product Details

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 (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

Screenshot of Altocloud in Workspace

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...
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Genesys Multicloud CX (discontinued) Integrations

Genesys Multicloud CX (discontinued) Competitors

Genesys Multicloud CX (discontinued) Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows, Linux
Mobile ApplicationApple iOS, Android, Custom Push Service

Frequently Asked Questions

Genesys Multicloud CX (formerly Genesys Engage, or PureEngage) is the Genesys customer engagement platform for enterprises. It is designed to be flexible for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations.

Avaya IP Office, NICE CXone, and 8x8 Contact Center are common alternatives for Genesys Multicloud CX (discontinued).

Reviewers rate 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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Comparisons

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Reviews and Ratings

(343)

Attribute Ratings

Reviews

(101-125 of 147)
Companies can't remove reviews or game the system. Here's why
February 15, 2019

Genesys SoundBite Review

Score 4 out of 10
Vetted Review
Verified User
Incentivized
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.
I feel like Genesys would do well with a large call center who doesn't need a lot of bells and whistles. A call center with an easy outbound calling strategy and/or a large pool of inbound agents with some simple IVR options would probably work best with Genesys. It does not seem to be doing well with our setup of many smaller groups of agents with highly specialized outbound calling strategies. We also have specific inbound IVR routing needs, which Genesys seems to struggle to meet. We seem to have to make a lot of compromises because of the limitations of the system.
Apostol Savu | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Well suited if you need a very highly customised platform with lots of integrations, with different backends, and when supporting a large customer base. It will have a reasonable ROI from 50 agents. It is suitable for banks and financial institutions, telecom, retail, and can be very adaptive. The less attractive side is the cost of implementation due to the need for highly skilled proffesionals.

Less appropriate for small business - I would recommend heading to Genesys Cloud. This is my recommendation from when I got the chance to speak with our small business contacts.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
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.
Genesys Engage is well suited for businesses doing similar work across numerous channels. The ability to open these channels up to all of your agents so they could complete the task via phone, chat, or email creates efficiencies. Genesys needs to do some work on the cloud offering to be sufficiently successful in scenarios of extremely complex companies or environments with numerous different lines of business or tasks. The amount of data used to support these complex enterprises can bog down some of the less robust solutions(WFM, Platform Admininstration)
January 23, 2019

An Unconventional Review

Score 6 out of 10
Vetted Review
Verified User
Incentivized

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.

Pros: Genesys Engage can satisfy the needs of the client in business. As I mentioned, it is very innovative in many aspects. They can expand or improve beyond what they really need and offer a solution wherein you recommend a better idea about setting this. Cons: After you have implemented a certain setup in this platform, you will struggle later on troubleshooting or fixing an issue or a problem.


Paul van Zoest | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
  • 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).
It's a good solution for big contact centers since it's so flexible. All kinds of solutions can be added which makes it a complete solution for your contact methods. Everything is configured/arranged in the configuration database so you only need one real tool to manage most of it.
Since all applications (with there settings) are also stored in the configuration database as objects, it's fairly easy to update/upgrade applications or servers where the applications run on.
Jasmine McCarty | TrustRadius Reviewer
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
Genesys Engage is well suited to an established business that already understands their set up and direction. For a business that is undergoing a lot of change, there is considerable rework needed in the background and it requires very specialized knowledge if it is to be done in-house.
Alan Edwards | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
It seems that Genesys Engage can plug into a lot of different scenarios such as full system workflow or as our in case just a pass through to send SMS on behalf of our system when we need it. We just needed a platform to push out notifications since our offerings had all the other logic built into it.
December 13, 2018

Great Job with Genesys!

Daniel Lopez | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Genesys Engage is being used across the whole organization. The company separates into 3 main products the channel of communication for the customers and as well as internally. Mainly, the bigger channel is Voice, second is Chat and at the end Email. The biggest problem I experience on the QE is regarding the customization for the agent desktop. The company used to use our own desktop apps using Genesys SDK, and constantly we found issues with the libraries that impacted the voice operation mostly.
  • The intelligent Routing is a very good product. This is part of the most important component across the company to support all the traffic of our interactions. This is able to manage cross Geo Routing and select the best agent available accordingly to the Biz rules.
  • Realtime reporting is also another product that works very nice and with high standard of effectiveness and precision of the numbers reported. The way to you can access all this info make really easy to start working on numbers and take decisions in order to improve the service level.
  • Customer desktop integration is some of the bigger issues we experience that affect that affect in a big escale mostly the voice channel. The integration with SDK products sometimes is difficult to identify issues on controlled environment. Then after find some issues the usual time to get it fixed is long.
It is well suited for large contact centers since got better control of the environment itself. However for small (100-) contact center it could be less appropriate when in front of cloud operations.
Jean-Pierre Sudre | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
With increasing customer expectations, our company knew they needed to address several specific business challenges impacting their customer experience and business efficiency. Our company turned to the Genesys Engage™ Platform to amalgamate their contact centers onto a single vendor, and implemented inbound voice, outbound voice, analytics and the omnichannel desktop. With these solutions in place, our company can now blend inbound calls with back-office work to improve agent efficiency. Genesys is providing us with the ability to build that omnichannel customer experience that we had in mind for our customers. It’s giving us the opportunity to share the same language with all channels that we are deploying throughout the organization.
  • Only one platform to answer clients needs through an omnicanal approach.
  • Helping us to be able to blend inbound calls with back-office work to improve agent efficiency.
  • Making possible and easier to improve the whole customer experience.
  • Workspace Web Edition Agent Desktop on Eservices support.
Genesys Engage is well suited for large environments contact centers with important budgets where personalized integration with business apps solutions are required and the organization have the people skilled for it.
Genesys Engage is less well suited for smaller contacts centers with lack of skilled people and lower budget.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Genesys Engage is deployed in Vocus to support our own Contact Centre with about 2000 agents provisioned.
  • Reliable performance of Genesys applications in spite of the installation on VMs
  • Range of features provided
  • Flexible to interact with other web service for IVR customization
  • Cannot cancel call back call after agent accepts preview
  • Agent can still go ready when headset is unplugged but call is actually rejected by SIP Endpoint
  • Screen recording is tied to voice recording for blending agents
It is a common framework for all applications that's easy to be deployed, but it has a long period to wait for new feature requests.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
My company is working as an external support for a big department of another company where installs and configures many products of Genesys Engage and also checks to solve issues and problems of existing installations. It is used by a department located in Switzerland and they are involved in many different scenarios from the development to the installation with custom options addressed to the customer.
There is also a team for the directly support of the customer for the bug fixing and problem solving with a ticket management.
  • It is possible to fully customize the product adapting to the customer requests.
  • It is divided into many different products that are individually configured.
  • The support is prepared and fast to answer to all kind of requests.
  • Error checking for calls or chats.
  • More auto-configurations with examples of the results.
It is suited for big company with a IT team that can be able to learn some basics about troubleshooting and log analysis. Less appropriate for small company without any experience with call centers.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
This product is used as an omni-channel engagement platform to engage with customers and provide them with great customer experience pre-sales and post sales life cycle of the products/services that we offer in the market place. It is a good solution that we have customized a bit to suit the kind of experience that we will want our customers to have when they call in or contact via social media with a query or issue.
  • Provides a good call center experience to engage with customers, prospects.
  • Can be customized to our environment.
  • user training is available and is done well.
  • Better support for the platform as such from the vendor since they seem to have limited experts in the field.
  • Also when doing upgrades to the solution, please be aware of all the inter-linkages and ensure the impact of upgrade on the inter-linkages as we have found that at times links get broken.
Very well suited for customer engagement and providing a comprehensive customer experience across multiple channels. Call center agents seem to get used to this solution very fast. It is user friendly.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Genesys Engage is used as a primary omni-channel contact center solution, to engage customers in inbound and outbound conversations through the voice channel, as well as a variety of digital channels. Thanks to Genesys Engage, we can consistently engage customers no matter what channel they use and have a 360 degree view on the customer journey. Finally, Genesys develops with the market so that we can rely on them to provide a customer engagement solution for new digital media channels that show up on a regular basis.
  • Omni-channel architecture, one platform for voice and digital channels.
  • Scalable, enterprise-grade quality.
  • Excellent Professional Services.
  • Future proof: always trying to stay a step ahead of market trends.
  • On-premise products slow to adopt cloud infrastructure (hybrid / public cloud).
  • Missing configuration management / DevOps strategy for on-premise solutions. External tools (like InProd) are required to fit the gap of configuration management between dev/test/prod environments, and for configuration audit.
Genesys Engage is very suitable for large enterprises, because of its scalability and reliability. It is less suitable for small and medium businesses, or for greenfield deployments.
November 23, 2018

Genesys PureEngage Review

Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Genesys Engage products are being used for IVR purpose for one of our client.
  • It is used by users to get information or to raise an issue regarding the client product.
  • We use phone/email/fax as our services now. Evaluating to use social media.
  • It provides round the clock support for different regions of the globe with different language skillset.
  • Genesys Engage products cover end to end automation of client IVR requirements.
  • It has good reporting features to analyze the available data.
  • It has good workforce management features to get good ROI.
  • Genesys PureEngage product has integration issue with MS-CRM product as its getting out of service.
  • Genesys PureEngage product [GA] should have all the features that Config Manager Editor has so users can use either of them which he prefers.
  • Genesys PureEngage should have a feature so that end to end call flow can be shown/tracked either in GA or CME, instead of going to logs and checking.
Genesys Engage is the clear choice when it comes to end-to-end call center services. But the cost is prohibitive for small companies, for which Genesys cloud is the choice.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
My company deploys Genesys in other companies Contact Center departments as well as for HelpDesk, Sales or HR infolines.
  • Multichannel - all channels in one platform
  • Routing - very flexible and highly configurable
  • Reporting - Realtime and historical, all statistics that you need
  • Outbound Campaigns - not easy to load records from Excel, poor treatment possibilities
  • Service Support - long time to resolve the issue
  • Some applications hang while security scanning
Genesys is great for mid-size and big companies. For small CC integration effort is very high when you divide it by number of agents.
November 18, 2018

PureEngage works for us!

Score 10 out of 10
Vetted Review
ResellerIncentivized
We are a reseller of Genesys Engage and have it deployed at many customers. Each customer uses it a little differently, from individual departments to the entire organization. It is used with voice, email, chat, text, outbound, and I am sure others I am missing. It is almost limitless in its flexibility and size.
  • Genesys Voice Platform (GVP) offers endless customization and is super flexible.
  • Inbound routing is also super robust and highly customizable.
  • Outbound helps our customers save a lot of hours of work by automating reminders.
  • With incredible customization sometimes comes incredible complexity.
  • There are many ways to do some things, which can get difficult on occasion.
I would say Genesys Engage is best with large and complex scenarios and lots of customization. It can work of course for smaller scenarios, but it seems to be best suited for large projects with geographic separation and lots of redundancy, as well as a lot of complexity and customization. It is really a great high end solution.
Score 10 out of 10
Vetted Review
ResellerIncentivized
As a Genesys Engage partner, we walk the road to success with our customers. We resell, plan, implement, support and maintain Genesys Engage solutions for our customers.

The team also works with customers for software development consultation and professional services. However, we develop strictly integrated software products on top of the Genesys platform.
  • Genesys Engage is excellent in orchestrating contact center resources thanks to its perfectly integrated components.
  • Your channels for customers may include voice, digital or social media, and Genesys Engage will let you manage them easily.
  • Genesys Engage lets you to trace the interactions from starting until the interaction is resolved.
  • During the journey of the interaction, you may deliver the interaction to any resource that takes actions for the resolution and you may notify your customers on the progress and consider their responses to decide what to do next.
  • The other great thing is, the monitoring and reporting tools help you to analyze and project how good your company is doing, from many different perspectives.
  • From a technical perspective, Genesys Engage - Routing is excellent. It lets you develop very simple flows easily, but also very complex flows can be developed without getting lost in the flow. Supports well-known infrastructure systems like operating systems, RDBMSs, PBXs. So, it is highly possible that your deployment will be done on the infrastructure that you are experienced on.
  • Uses open standards.
  • Components are very robust. It also supports any HA and DRC scenarios that your company policies require.
  • The user interfaces are good looking in general, but they are generally designed from an engineering perspective which hardens daily jobs. The design can be improved.
  • For newer components, the implementation phase might be really hard, due to lack of documentation and low quality documentation.
If you would like to build a contact center, regardless of the number of channels you want to implement, you should consider Genesys Engage. With your investment, your agents will have a simplified working environment, which them lets them handle voice, chat e-mail etc., interactions using the same application. However, they can monitor their statistics..

Your team leaders will have tools for real-time monitoring and historical reporting. Your Business Intelligence team will have data which is suitable for data mining. The CxOs will have any level of reports which helps their decision for the future of the company.

To have the benefits of Genesys Engage, you should build a dedicated team. Also, you should invest in Genesys University training for a faster learning curve and greater results.
Soraya Granda Segovia | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Genesys is being used only by one department. It is being used by the recovery department but we want to expand the use to more departments. The recovery department calls all customers with outstanding debts and receives all calls from customers with billing problems. For us, the service is critical as it directly impacts the business's billing.
  • Informart. We have some detailed reports with all the genesys of the information that happens on the platform.
  • Outbound predictive. Although it was very complex to configure it, the times are very good allowing to minimize the free time of the agents
  • Real-time monitoring with pulse.
  • Partners. In spain there are a few partners of Genesys, and some of them despite being a "gold partner" give a very poor service.
  • It's too expensive
  • Support. The support of both partners and Genesys is not always correct
I think Genesys Engage is not appropriate for small contact centers. Genesys Engage has not been able to adapt to small contact centers because their prices are not proportional. It seems on occasion that if the platform is less than 500 agents it is ignored. For large contact centers with recording and outbound needs, I would recommend it.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Genesys Engage has been implemented and deployed as our sole tool for handling the customer omni-channel experience for the whole organization. Its main purpose is to support the customer across a few different channels of communication. It is mainly used for prioritizing and distributing calls, emails and social media, while also having it integrated with Salesforce. It's the only tool in the organization for the above-mentioned purposes.
  • IVR capabilities are well aligned and the functionality is complex, yet super effective to use and integrate.
  • Amazing capabilities for voice channels, and not just media channels.
  • Integration with third-party platforms is easy to carry out and works well and as expected.
  • Extensive reporting tools make it easy to focus more on the customer experience enhancements.
  • Real-time reporting can be improved in certain areas. Sometimes there is a mismatch between the real-time and historical data (maybe due to the system data refreshing as you view them).
  • Some of the support documentation lacks integrity. It seems like different teams worked on the documentation, thus, it's not consistent in some places. Would be good to have it reviewed.
  • Would be good to have a functional video-chat ability.
If you are looking for an all-in-one solution, Genesys Engage might be the right platform. However, due to its steep learning curve, you might need to invest some time and money to fully understand the functionality. What's more, if you are intending to have a customer service platform that is also well integrated with existing systems, this might be a good go, as the integrations are quite easy-to-use and manage with Genesys. Last but not least, the main scenario where this can be used is if you intend to build a media contact center that will evolve with your growing business, Genesys Engage might be a suitable solution. However, it's still advised to research its adaptability to your business needs before jumping in.
Peter Nilsson | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Genesys Engage is being used globally across our whole organization. The key business problem was the challenge of following the entire customer journey from entry to transfer to exit, and with Genesys Engage, we are able to do so globally. Our legacy ecosystem consisted of many isolated ACD's, and this finally gives us one, global view.
  • Genesys Engage team does a great job partnering with us on identifying the highest value services we need to run our business.
  • The Customer CARE team started weak but has really committed to improvement and are now staffed to ensure the right level of insights and telemetry are on the platform to alert us of any issues.
  • Overall commitment to our company has continued to grow. They demonstrate this by placing on-site resources and meeting with us regularly to continuously improve their delivery model.
  • They started very weak with regards to their NOC capabilities on our PureEngage platform. Insights were weak, and their auto detection of incidents was so weak that we often knew of problems before they did.
  • There is some missing functionality on their cloud platform compared to their legacy product. We have about 40 feature requests in the pipeline, all of which are needed.
  • The NOC needs to be fortified, but I believe they are doing so and also have a dedicated team of CARE professionals that are helping with the monitoring of the SaaS solution.
They are able to scale to enterprise levels. That is the biggest benefit of Genesys, and frankly, their organizational maturity has continuously evolved over the years to the point where they likely are one of the best in the market. I have limited visibility into other competitive products, but thanks to my company, they are approaching 'best in breed' for this type of product.
Score 9 out of 10
Vetted Review
Verified User
Genesys Engage is being used by Contact Center to support our clients to get the best way to solve their problems or questions about our products. With Genesys, we improve the internal operations controls and reduce operational costs. Our staff areas uses Genesys Engage too, they need to make fast decisions and Genesys online reports helps them very much.
  • Routing - deliver the client interaction to the right attendant.
  • Proactive - call to clients and transfer them to an intelligent IVR that can solve problems and offer new products.
  • IVR - provides personalized experiences with our CRM integration.
  • we were able to organize and prioritize the back office tasks and obtain reliable metrics through the use of IWD.
  • WFM with intervals of 10 minutes
  • We really liked to use Kate but is very difficult to use new Genesys products in Brazil because our Genesys partner doesn't have to know how to implement it. With Genesys Brazil support I hope that we can implement it.
  • I, as a Genesys client, would like to get access to Genesys Care portal.

For us Genesys Engage is very helpful in management customer contacts across multiple channels directing the client to the correct agent according to the desired solicitation. We improved the client journey with Genesys and we can see that in our NPS survey results.

We still not use Genesys WFM because we need an interval of 10 minutes. We are waiting a new realese with this interval.

October 25, 2018

PureEngage is doing well

Francisco Tupac Vega | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
It is being used by whole organization at Cablevision Argentina S.A. We use the Genesys Engage product for the company call center, for voice and multimedias services. The company provides TV streaming services along all country locations. The company uses a Genesys partner to solve their technical issues.
  • Genesys Engage is flexible and it can be customized for customer needs.
  • Product support is good.
  • It seems that product lifecycle is good
  • Documentation has no standard. It seem documents are build by independent teams. Information is not delivered clearly
  • UCS : Universal Contact Server . This product is bottleneck between Multimedia and Intelligent work Distribution and their interface to Database is very complicated to manage and maintain.
  • GUI
Well suited for Call Centers, customer services, enterprises and it seems not too good for government departments
Roberto Cardenas | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Genesys Engage in our contact centers which are the first point of contact to the customer. We have been using Genesys since the year 2000.

Genesys helps us to deliver customer care including customer retention, collections, claim follow-up, general inquiries; also we use the platform to perform telemarketing direct sales for a variety of products.
  • How the different communication channels converge on the agent desktop (Workspace Desktop.) It's very intuitive and helps the CSR to have a context of all the interactions that the customers had, no matter which channel they like to use.
  • The robustness of the platform is great, we had almost no downtime; this helps us to always be able to serve our customers.
  • The openness of the platform. You can integrate it with a broad range of third party products and internal systems we have in place. This helps us to have the right data, giving our CSRs the tools they need to perform their jobs easily.
  • Provide more examples of integration with the WDE, also in the Developer training there is only one chapter to customize WDE. This could help to improve the integration time.
  • The cost of the platform could be improved.
  • The reporting for the eServices platform (email, chat, social media) could be better; it would be great to have easier integration with business data.
I think that Genesys Engage is better used by organizations who are customer-centric and have multiple communication channels to serve the customers, or for companies that are regulated by the Government (e.g. financial institutions,) or ones that need a platform that is very secure, where the availability of their systems is a concern.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Genesys Engage for almost all Spain organization for our contact server.
We have constant requests to improve and shorten the average operating times. The process to develop and promote to production environment strategies and subroutines is long and cannot be automated.
  • There are a lot of solutions and applications than can be used for the business.
  • It's very customizable.
  • There are constant reviews, updates, and hotfixes.
  • There should be more practical examples about how to use functionalities.
  • It's difficult to know how many licenses are we using.
  • Processes of learning, implementing, controlling and managing features are expensive.
Genesys Engage is focused on medium and large contact centers. You can use CIM Platform, outbound campaigns, media channels, GVPs. For small call centers, a deep study should be done to implement a Genesys Engage scenario because of the complexity and costs.
October 19, 2018

Partnership

Score 9 out of 10
Vetted Review
Verified User
Incentivized
We are currently partners of Genesys, so we give support and perform new implementations for customers. We are always giving advice and try to increase the performance of our customer's contact center.
  • It manages different types of interactions (multichannel)
  • It is very scalable
  • It is very customizable
  • New things like Web Engagement
  • In quality they should have questions depending on the answer of the previous question
  • GIR is very difficult to install
It is well suited in a big company where they want to use the multichannel provided by Genesys, and even the recording. It is not suitable for a small company and you sell, for example, a BEP (very bad product).
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