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

Use Cases and Deployment Scope

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.

Pros and Cons

Workforce Management
Windows install & Linux install
Speech integration

License management
Reporting

Alternatives Considered

N/A

Key Insights

Do you think Genesys Multicloud CX (discontinued) delivers good value for the price?

Not sure

Are you happy with Genesys Multicloud CX (discontinued)'s feature set?

Yes

Did Genesys Multicloud CX (discontinued) live up to sales and marketing promises?

Yes

Did implementation of Genesys Multicloud CX (discontinued) go as expected?

Yes

Would you buy Genesys Multicloud CX (discontinued) again?

Yes

Support Rating

Anytime I need to reach out to support we are answered with ease. There are times we need to phone a friend in Genesys in order to be sure we get the right level of attention - but that's usually because we failed to provide the right info up front. So, shame on us.

Usability

I don't have any experience to compare it to, but I've had no issues with using it either administratively or from an agent perspective.

Likelihood to Recommend

I think Genesys Engage is well suited for enterprise installations where there are thousands of agents available. They have an on-prem capability as well as cloud. They work very well with traditional vXML IVR development.

An area I think Genesys Engage would not be suited is a small, <100 agents, call center.

Genesys is the large call center's best friend

Overall Satisfaction with Genesys Engage (formerly PureEngage)