Item: Genesys Multicloud CX (discontinued)
Rating: 10
Author: Andre Bury da Silva

Use Cases and Deployment Scope

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.

Pros and Cons

Reports in real time.
Historical reports.
Fully customized routing.

Documentation sometimes is not very clear.
Some features are hard to integrate with other platforms.

Impact on Business Outcomes

I think that Genesys is very customizable and, for using Genesys like an intelligent call routing platform with useful information in real time, it would need integration with a dev team and a business team.

It's not a useful platform if you don't want to prepare/customize a platform to give you information that it doesn't give naturally.

Alternatives Considered

Genesys Cloud (formerly PureCloud)

Genesys Cloud - it's more simple, for customers who don't want highly complex architecture, without great integrations and complex reports. Cloud doesn't have many logs to analyse the environment, in some cases, we need help from Factory Support.

Decision to Work with Genesys

Genesys Engage shows us advanced tools and good support, a very scalable platform.

Future Planned Uses

Genesys analytics.
Context services.

Likelihood to Recommend

I recommended Genesys to companies with very complex business rules that receive a lot of calls or chats. For small companies with not very complex business rules, many features would not be used, so I would recommend, in this case, to use another, less expensive platform with fewer features.

Genesys Engage Helps Contact Centers with very useful Features

Overall Satisfaction with Genesys Engage (formerly PureEngage)