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).
Comparisons
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Reviews and Ratings
(343)Attribute Ratings
Reviews
(26-50 of 147)Companies can't remove reviews or game the system. Here's why
November 23, 2021
A inside view from a business focused partner
I actually work as a partner for Genesys. We often recommend it for different sizes and verticals. We always emphasize the fact that Genesys will make a [significant] difference [in] the interactions our customer has with their potential or current customers, and also with their providers and their own team with the collaboration options.
- Single all in one platform
- Optimize call flows and campaigns
- Generate effective multi platform interactions through different digital channels
- Secure and reliable information in a single platform of all the interactions [regenerated]. Historical and valuable for [decision-making] and strategic measures.
- native Whatsapp for all tiers
- instagram
- native bot
October 19, 2021
Big and complicated for big and complicated companies
I've supported and managed at least a dozen Genesys Engage platforms ranging from 500 to 2,500 agents. The companies I've worked with used it primarily to route and answer inbound customer calls. Some organizations have used it to route other types of interactions like email and chat, but those tended to be niche use cases put forward by brave business leaders who weren't afraid of change.
- Scale to support large agent populations.
- Scale to support large call volumes.
- Highly flexible in interaction flow design.
- Administration of interaction flows is incredibly complex.
- Environment upgrades are incredibly complex.
August 15, 2021
Adoring Genesys Engage (Digital)
We are a gold partner for Genesys in EMEA [and] we have implemented Genesys Engage in many customers. Also, we are supporting these customers as well.
- Well architectured.
- Dynamic.
- Has various solutions to your requirements.
- Complex architecture
June 25, 2021
Practical solution for today's CX needs
We used Genesys to manage all incoming interactions for voice, email and chat for our 4 calls centers from end consumers and trade customers. We also currently use Proactive Notification to inform customers of reschedules, replacement orders, and order confirmation. Genesys Workforce Management is used to manage employees schedules. Other Genesys products used are Alto, SpeechMiner, GCXI, GI2, Callback, and more. We leverage these systems to be on a singular platform, enabling quick communication across teams.
- Cloud environment
- New features and upgrades
- Omni channel experiences
- Speed of implementing new ideas
- Forum for suggesting new ideas
- CARE team responsiveness
- Genesys documentation/videos
June 03, 2021
A good solution for complex problems
The Genesys Engage modules are used in all areas of the Contact Center in NOS, from technical support, to collections, financial, commercial, churn.
It is used for self service as well as for the assisted services. It addresses the problem of integration of the customer information data among the different channels and the different teams and applications.
It is used for self service as well as for the assisted services. It addresses the problem of integration of the customer information data among the different channels and the different teams and applications.
- Call Routing - very reach set of features for call routing and attaching information to the calls.
- Reporting - very powerful detailed reporting with good integration capabilities with the customer data warehouse and Big Data.
- Self service - very good set of features for implementation of IVR flows with integration of customer databases and external services.
- Reporting - usually the out-of-box reporting functionalities is weak for the more complex organization, therefore requiring a higher level of customization.
- Outbound campaigns - some features of the outbound campaigns were not improved for a long time and the high availability solution has some faults.
- Management complexity - the platform for big installations may get quite complex with several servers requiring a lot of management attention and a big technical team.
May 26, 2021
Genesys allows to get the job done better
Our company installs Genesys products to its clients. We support this software.
Our clients use it to get in touch with debtor (banks), to collect feedback and orders (builders and insurers). Different channels of communication are preferable to different people. Some really like to use chats to stay connected.
Our clients use it to get in touch with debtor (banks), to collect feedback and orders (builders and insurers). Different channels of communication are preferable to different people. Some really like to use chats to stay connected.
- Omni-channel support.
- Very customizable routing.
- Software based solution.
- Can be integrated with other vendors products.
- Distributed system with failover support.
- More comprehensive information in documentation.
April 15, 2021
Genesys PE Cloud lives up to the hype
We are currently using Genesys Engage within our consumer services division. We will be expanding its use throughout the organization in the coming months. We are using Genesys Engage to improve customer engagement, reduce human-agent interaction, and reduce call handle time. Our existing interactive voice response (IVR) system is outdated, and this is primarily a modernization effort.
- Routing
- Third-party intergrations
- AI
- Audit logging
- Systems support
- Cloud support
December 15, 2020
It just works
Score 10 out of 10
Vetted Review
Verified User
We currently use the Genesys Engage solution for our contact centre for all inbound calls to the business and for outbound welcome calls, etc. using the dialer application. We also utilise the Workforce management app to roster shifts and breaks for all contact centre agents. All reporting functionality is done through Genesys as is our call centre wallboards.
- Great UI. Everything is logically structured within the portal.
- It just works.. there's no fiddling required.
- Everything we need in 1 platform.
- It's huge, understanding everything initially can be overwhelming.
- Some system changes cannot be done inhouse (adding virtual queues).
- Finding support is not always easy when using a vendor (not a Genesys issue).
December 15, 2020
Genesys Engage review
Our company, as a supplier, delivers Genesys products to Czech and also world-wide customers. We can install and maintain small as well as big centres with thousands of agents. We have customers from telco business as well as from financial and healthcare business.
- System is highly robust and modular.
- System can be sized and deployed according customer needs.
- Genesys customer support is fast and has good knowledge of products.
- Documentation is weak sometimes. One thing is described differently in two separate documents.
- Licensing is not legible sometimes.
November 18, 2020
Complete suite for integrations
Genesys Engage (formerly PureEngage) is installed companywide and on a global scale. We have offices for our CC employees around the globe and have one platform to accommodate all. This has the advantage over the older solution where there was a separate solution in every region. The current solution lowers maintenance effort and costs and provides a unified customer experience in all countries.
- Flexibility to provide solutions for problems
- Integration with other applications is seamless
- User provisioning can be automated with ease
- Steep learning curve to administer and implement the system
- Routing scripts can be complex
November 13, 2020
Complete contact center solution for big and small companies.
We use Genesys Engage for our customers to easily integrate their current backoffice systems with their customer contact center.
- Integration with 3rd party products
- Flexibility of creating specific customer journeys
- Integration with the current PABX system as so to not create too much confusion for end-users
- More intuitive routing design tools
October 16, 2020
Genesys is the large call center's best friend
Score 9 out of 10
Vetted Review
Verified User
We use Genesys today to handle/distribute calls from more than 100 IVRs to a pool of 3000+ agents. We currently use DTMF only but we are planning to migrate to a speech enabled system soon. We also use Genesys Workforce Management for most of the agents which is a great asset to help them manage their staffing.
- Workforce Management
- Windows install & Linux install
- Speech integration
- License management
- Reporting
September 28, 2020
Why Genesys Engage?
CTBC is using Avaya PBX/AvayaIC/Avaya IR/CMS as a contact center platform and among different business units since 2008. The depart included Banking, Credit Care, Corporate banking, Risk management, Collection, Telemarketing, Branch supporting, Internal Help desk. They meet the requirements from the Financial Supervisory Commission. ROC needs to keep the core platform version updated. One thing impacted the decision as always: cost. If the upgrade for the Avaya platform costs 2 million (in USD) without a functional improvement, why would we go with that? Instead, we set up a team including IT personnel (application team, PBX team, voice team) and users (Banking) to investigate 2 things:
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.
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.
I'm working with IVR development, BI reports, WDE customization, Strategies etc. In my company we work with customers (Banks and Contact Center enterprises) that acquired Genesys Licensing and need PS to create solutions for Contact Center in Genesys Engage. We work with chat (WhatsApp integrated), voice for receive final customer contacts.
- Reports in real time.
- Historical reports.
- Fully customized routing.
- Documentation sometimes is not very clear.
- Some features are hard to integrate with other platforms.
August 19, 2020
Genesys Engage Review
We support and implement the Genesys Engage services used by our clients. Applications are also developed that integrate with Genesys. A complete service is provided to our clients for their contact centers, ranging from voice channels, chat, email, social networks, reporting systems, routing, etc.--everything in Genesys Engage.
- Available 24/7
- They have an internal escalation system, which makes it easier for clients to process a case.
- For question cases or high-level problems, they have good response time.
- It has very good and complete documentation
- In critical cases sometimes the response times are not the best.
- Due to time zone differences, sometimes communication is delayed.
- Although service in general is quick, there is not always an expert in all services at all times.
June 01, 2020
Robust solution worthwhile
I'm a support engineer for several clients with Genesys Engage. The client occupies it throughout the organization of its contact centers to provide service on its products.
- It does well in its entire structure.
- In addition to voice, inbound and outbound solutions
- As well as e-service solutions such as chat and email.
- Improve the interactive insights reporting interface to make it more user-friendly for the novice.
- That Pulse on your interface may be more like CCPulse in delivering online statistics. It is difficult since it is more thought of as a dashboard.
- Improve the connection of ETL jobs in the GIM Manager.
May 27, 2020
Genesys Engage Review
Genesys Engage is pitched by our organization where the requirement is to have all the features of Genesys along with future scalability. We have an implementation team who have already deployed enough Engage solutions in customer fields like banking, airlines, insurance, telecom, travel tourism, etc.
- Can be fully customized to meet customer demands.
- Provides truly omni-channel experience
- Extremely scalable
- Time-consuming to implement
- Expensive compare to Pure Connect and Pure Cloud
May 08, 2020
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
May 06, 2020
Great product for better interaction handling
Score 9 out of 10
Vetted Review
Verified User
Genesys Engage is implemented by many of our customers. It is not used directly by our organization. It is used to cover the needs they have for their own clients, from information requests, to claims, through sales, delivery, and receipt of documentation, urgent situations, etc. That means that they have to be able to serve customers through the different means and possibilities that exist today.
- Powerful: It can be used for very large organizations
- Modular: Adaptable to different needs
- Complex architecture: Some modules are made up of many components
- Infrastructure requirements
- High learning curve for the end user
April 29, 2020
I'm an analyst who works with Genesys every day.
We use Genesys Engage in our IVR but we do support for customers that have Genesys and we have some projects going on right now that we are installing Genesys Engage.
- Fewer problems when installation is well done.
- Reliability.
- Customer care support.
- Documentation could be more friendly.
- Some configurations could be easier to do in GIR (Genesys interaction recorder) for example.
- Have more free content for beginners to learn it.
April 28, 2020
Genesys Engage has been consistently great
We are using Genesys Engage for all contact center employees. We have many small teams that operate as individual contact centers and some that are large contact centers. It is all one tenant but each team has its own hours, business rules, and logic. This allows us to customize things for each business unit or team as if they were a different customer. We have a template of options that can be provided to them so it is like we are offering contact center as a service. This includes eServices (iWD, chat, and email). I have been very happy with the openness of Genesys' database for reporting. All other vendors of contact center software that I have worked with always lock down their data so you have to pay large amounts of money in order to access the data and build your own reports. We are essentially saving hundreds of thousands of dollars by building our own reports with Genesys' open database (Infomart).
- 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)
April 22, 2020
We recommend Genesys PureEngage!
Our customers use Genesys Engage in Japan for domestic users in the following industries: banking, insurance, credit company, power industry, computer software company, finance company, etc. They use Genesys Engage mainly for call centers, especially for inbound and outbound calls from their customers.
- Technical expertise.
- Support system.
- Product system is a little bit difficult to understand.
April 15, 2020
Genesys PureEngage is not a bad choice.
We use multi-tenant Genesys Engage to provide our customers with the Contact Center as a service. Also the same platform is used internally across the entire organization to service our customers' requests. It allows our customers to contact sales and support departments via e-mail, voice and chat. Customer interactions are routed to the right persons and logged/recorded which allows managers to estimate the service quality and take appropriate actions.
- Rather robust and mature SIP stack allows simple integrations with telephone infrastructure.
- Powerful and flexible outbound engine.
- Allows voice, e-mail, chat, SMS interaction to be handled similar way with the unified metadata attached to those interaction allows to identify customer interaction history and thus better serve requests.
- CCPulse out of the box reporting application fits to the common CC business use cases with not so much customization which can be achieved without programming.
- Good API interface allows 3rd party integrations if necessary.
- Powerful routing engine.
- PBX capabilities (numbering plans, provisioning, centralized phones control, etc.) are not so good.
- Recording architecture can be better.
- Too open architecture sometimes makes supporting more difficult as customer has to apply to different vendors to support different CC subsystems (e.g. Microsoft/Oracle for DB support, HP for hardware, etc.).
March 03, 2020
PureEngage Review
Score 8 out of 10
Vetted Review
Verified User
It is used across the organization. It supports multiple business lines. It addresses facilitating customer interactions - about six million interactions a year.
- Routing.
- Omnichannel.
- Social media.
- Product vision.
- Analytics.
February 14, 2020
Review from a 7-year user
Genesys Engage is being used across the entire UPMC HealthPlan call center. It helps create a great business user experience from the agent all the way to the end-user that needs their health care taken care of.
- It creates a dynamic customer experience.
- It reaches out to users in multiple platforms.
- Customer support.
- More opportunities to expand Genesys knowledge.