Item: Genesys Multicloud CX (discontinued)
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

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.

Pros and Cons

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

Alternatives Considered

Genesys PureConnect

Greater form of flexibility when it comes to integrating it with our backend systems. We were not limited by the connection specifications of the previous solution.

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?

Support Rating

Questions are answered swiftly and professionally. Whenever you have an issue, you usually get a response within a day and solutions or workarounds are usually also provided quickly.

Usability

When it is implemented fully, the suite works just fine and without that much effort. However implementing new features can be quite the task, but this comes from the fact that you can tailor everything to your own needs. You are never limited because of the product design. So this is logical from a design perspective--if there aren't any limits or restrictions, you will have to define them yourself and this will cost extra time.

Likelihood to Recommend

Because Genesys Engage (formerly PureEngage) provides a very open architecture, you can integrate with every application that provides some kind of connectivity (API/Webservices, etc.). Therefore when trying to integrate less common applications with your routing solution, Genesys Engage (formerly PureEngage) is the best suited application since you can build your own integration. This can be a very tricky integration, however it is possible. When using commonly used applications, Genesys Engage (formerly PureEngage) doesn't provide standardized connectors so even with common applications you would have to develop the integration yourself.

Complete suite for integrations

Modules Used

Overall Satisfaction with Genesys Engage (formerly PureEngage)