Item: Genesys Multicloud CX (discontinued)
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Alternatives Considered

Because it is a robust tool and its different solutions are quite useful to obtain a better omnichannel.

Future Planned Uses

Additional channels
Artificial intelligence
Machine learning

Obviously, it is a robust solution for large companies, therefore it is more expensive according to the modules that the customer wants. Also, where the network is implemented, it must work perfectly and without latency so as not to affect the performance of the Genesys Engage components.

Robust solution worthwhile

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