Item: Genesys Multicloud CX (discontinued)
Rating: 10
Author: Darren Phelan

Use Cases and Deployment Scope

We currently use the Genesys Engage solution for our contact centre for all inbound calls to the business and for outbound welcome calls, etc. using the dialer application. We also utilise the Workforce management app to roster shifts and breaks for all contact centre agents. All reporting functionality is done through Genesys as is our call centre wallboards.

Pros and Cons

Great UI. Everything is logically structured within the portal.
It just works.. there's no fiddling required.
Everything we need in 1 platform.

It's huge, understanding everything initially can be overwhelming.
Some system changes cannot be done inhouse (adding virtual queues).
Finding support is not always easy when using a vendor (not a Genesys issue).

Alternatives Considered

Cisco Finesse

Reliability is the key difference between our last product and Genesys Engage. We are also now able to make small changes on the fly, where previously we would need to log a job with a vendor to have things like business hours amended. This platform puts the control back in your hands.

Future Planned Uses

Web chat.
Multi channel implementation.
Integration with CRM.

Key Insights

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

Yes

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

Yes

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

I wasn't involved with the selection/purchase process

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

Yes

Would you buy Genesys Multicloud CX (discontinued) again?

Yes

Likelihood to Recommend

This is a great all round telephony solution.
It handles workforce efficiencies with the WFM tools (shifts and breaks - adherence).
It covers business continuity and disaster recovery functions through emergency messaging.
Most functions are able to be performed in house (changing ivr and callflows) without contracting out.
Changing messages is easy with the media resource tab, all changes can be done on the fly.

It just works

Modules Used

Overall Satisfaction with Genesys Engage (formerly PureEngage)