Item: Genesys Multicloud CX (discontinued)
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

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.

Pros and Cons

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

Alternatives Considered

The strengths of Genesys Engage over its competitors are its breadth of solutions, integration between them, unified management, multi-channel service, and the security of having a platform where availability prevails.

Future Planned Uses

New channels as video
Platform availability
CRM integrations

Likelihood to Recommend

Genesys Engage can do many things simultaneously and all well. It is very well suited to handle interactions through many different channels. It provides a centralized point for managing the resources of a contact center.

I consider it less appropriate for small companies. They do not normally have the resources of all kinds necessary to implement, use, manage, or maintain a solution like Genesys Engage.

Great product for better interaction handling

Overall Satisfaction with Genesys Engage (formerly PureEngage)

Use Cases and Deployment Scope

Pros and Cons

Alternatives Considered

Future Planned Uses

Likelihood to Recommend

Genesys Multicloud CX (discontinued) Feature Ratings