Item: Genesys Multicloud CX (discontinued)
Rating: 10
Author: Pablo Gómez Ojeda

The company I work for is a Genesys partner. We sell Genesys, implement it, and give support for other companies.

With Genesys, you can have highly personalized interactive voice response menus.
Highly personalized routing strategies for call to meet any customer expectation.
Several different interactions can be managed by just one agent at one desktop.
You can track your contact center activity with reports and recordings.
Use AI to handle Interactions from several sources. Built once implement in every channel

There could be an option to have all components from Genesys Cloud on third party cloud service or even in customers site infrastructure or at least some Hybrid model should still persist after engage on premise end of life.

Engage was born first, Engage is more suitable if you [want] to have all services running on your server.

Yes

Yes

I wasn't involved with the selection/purchase process

Yes

Yes

Genesys Engage is well suited for large contact centers - maybe could be expensive for a small one.

Genesys by Know How SA a partner from Paraguay

Overall Satisfaction with Genesys Multicloud CX